Provide regular training and guidance to the operations team and on quality standards and best practices.
Conduct back-to-work refresher training for agents who have been away from work.
Collaborate with stakeholders to identify learning needs, design training programs aligned with departmental strategies and organizational goals, and foster strong learning partnerships.
Lead the curation of training materials including online resources and external training programmes.
Facilitate inter-team discussions based on post-training evaluation and feedback.
Document learning outcomes from knowledge management systems, report activities and capture information systematically.
Quality Assurance
Monitor andevaluate the quality of different service channels to ensure compliance with organizational standards and guidelines.
Conduct regularaudits, prepare quality reports, and recommend improvements to enhance efficiency and customer satisfaction.
Develop andmaintain quality control policies, training materials, and operational documentation.
Collaborate withthe operations team to identify root causes of process inefficiencies and implement corrective actions.
Participate in newand improvement initiatives for the contact centre to deliver above-and-beyond service standards.
Closely work with clients on improvements of the overall quality performance
Data Analysis
Analyze evaluation data to identify trends, root causes, and performance gaps, and develop targeted improvement plans in collaboration with operations.
Establish initiatives for continuous improvement, supporting a cycle of feedback, action, and reassessment.
Gather additional feedback from TMs and Customer Satisfaction Surveys where feasible, and integrate findings into quality assurance analysis.
Conduct regular meetings with management, operations and clients to discuss findings, track improvement efforts, and refine focus for future evaluations.
Develop dashboards or reporting systems that provide business units with easy access to quality metrics, trends, and improvement status.
Leadership
Act as a role model for professionalism, resilience, and adaptability, fostering a culture of accountability and excellence.
Ability to inspire confidence and trust among peers.
Strong decision-making skills with fairness and consistency.
Capable of leading discussions, driving change, and influencing outcomes across departments.
Requirements:
Proficiency in data analysistools (e.g., Excel, Tableau, Power BI) and strong analytical skills.
Excellent verbal and writtencommunication skills with an ability to convey data insights in a clear and actionable manner is a plus.
Strong collaboration skills,with experience working with training or operational teams.
Demonstrated ability to setperformance benchmarks, track progress, and drive continuous improvement efforts.
Detail-oriented with stronganalytical and problem-solving skills.
Excellent communication andinterpersonal abilities.
