Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for driving excellence in customer service? Unity Communications & Consulting Group Inc. is seeking a dynamic Quality Analyst & Trainer to join our growing team in a hybrid capacity. In this pivotal role, you will act as a guardian of our service standards, ensuring every interaction meets our high benchmarks while mentoring team members to achieve their full potential.
You will be responsible for bridging the gap between performance data and actionable coaching. We are looking for an analytical mind who thrives in a collaborative environment and understands the nuances of the BPO industry. If you are a natural leader who enjoys refining processes and developing talent, this is your opportunity to make a tangible impact on our operational success.
Tanggung Jawab
- Conduct regular audits of customer interactions to ensure compliance with quality assurance standards.
- Develop and facilitate targeted training sessions to address performance gaps and improve agent productivity.
- Provide constructive feedback and one-on-one coaching to team members based on QA scorecards.
- Analyze performance trends and present actionable insights to leadership for operational improvement.
- Update and maintain training materials, knowledge bases, and standard operating procedures (SOPs).
- Assist in the onboarding and nesting process for new hires to ensure a smooth transition to production.
- Collaborate with floor managers to identify knowledge gaps and implement remedial training programs.
Kualifikasi
- Proven experience as a Quality Analyst or Trainer within the BPO/Call Center industry.
- Excellent command of the English language, both verbal and written.
- Strong analytical skills with the ability to interpret data and performance metrics.
- Proficiency in MS Office Suite (Excel, PowerPoint, Word) and CRM platforms.
- Exceptional coaching, mentoring, and presentation skills.
- Strong problem-solving abilities and a keen eye for detail.
- Ability to work in a hybrid setup and maintain productivity independently.