Call Center Support (QA/Trainer)

Full time na a Laimoon Verified Company no Qatar

Publicado em January 25, 2025

Detalhes do emprego

Job Title: Trainer/Quality Assurance (QA) Specialist – Call Center We are seeking a dynamic and detail-oriented Trainer/Quality Assurance Specialist to join our call center team. The ideal candidate will play a dual role in developing the skills of our customer service representatives and ensuring consistent quality in service delivery. This position requires a balance of training expertise, analytical skills, and a passion for enhancing both individual and organizational performance. Key Responsibilities: Training Duties:

Design and deliver engaging training programs for new hires and existing employees, focusing on product knowledge, customer service skills, and call-handling techniques.
Conduct needs assessments to identify skill gaps and develop tailored training solutions.
Create and update training materials, including presentations, manuals, and e-learning modules.
Facilitate workshops and ongoing learning sessions to ensure employees remain informed about updates in policies, procedures, and technologies.
Monitor the progress of trainees through evaluations, feedback sessions, and performance tracking.

Quality Assurance Duties:

Conduct call monitoring, chat/email reviews, and other quality checks to assess agent performance against established standards.
Develop and maintain QA scorecards, reports, and feedback mechanisms to evaluate trends and improvement opportunities.
Provide actionable feedback to agents and supervisors to improve service quality and operational efficiency.
Collaborate with team leaders to address recurring quality issues and implement corrective actions.
Ensure compliance with company policies, client requirements, and industry standards.

Skills Qualifications:

Proven experience as a Trainer and/or Quality Assurance Specialist in a call center environment.
Strong knowledge of call center operations, customer service principles, and quality metrics.
Exceptional communication and interpersonal skills, with the ability to engage and motivate others.
Analytical mindset with experience in performance data analysis and reporting.
Proficiency in using tools such as Microsoft Office, CRM systems, and QA software.
Bachelor's degree in Business, Education, or a related field (preferred).

Key Competencies:

Attention to detail and a commitment to excellence.
Ability to work independently and collaboratively in a fast-paced environment.
Strong organizational skills and the ability to manage multiple priorities effectively.
Continuous improvement mindset with a focus on employee development and operational efficiency.

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