Job description

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Design call listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.
• Manage overall training requirements. Roll out new hire induction.
• Ensure effective knowledge sharing and sign off/approval processes are in place.
• Develop materials according to process standards
• Evaluate and revisit training materials to ensure relevance and content is up to date
• Creates process knowledge test, track and monitor learning improvements
• Deploy process changes, updates, and workflow improvements.
• Provides classroom training, fulfil refresher trainings, and upskilling
• Ensures training performance are tracked and delivered based on requirements
• Monitor course assessments and manage employees during in process training

**NIGHT SHIFT

**WORK FROM OFFICE