Deskripsi Pekerjaan
We are seeking a dedicated and detail-oriented QA Analyst & Training Associate to join the team at HRT People Solutions. In this pivotal role, you will bridge the gap between quality assurance and workforce development. You will be responsible for facilitating comprehensive training programs designed to empower our agents to deliver exceptional client service. As a QA Analyst, you will rigorously monitor customer interactions to ensure accuracy, compliance, and the highest quality of communication standards. Your insights will drive process improvements and help shape a high-performing customer service culture.
We offer a dynamic work environment where your expertise in training and quality monitoring will directly impact our clients' success. If you have a passion for developing talent and ensuring operational excellence, we encourage you to apply.
Tanggung Jawab
- Conduct regular quality assurance monitoring of customer interactions, including calls and emails, to ensure adherence to company scripts and standards.
- Facilitate onboarding and continuous training programs for new and existing call center agents.
- Develop, update, and deliver engaging training materials and e-learning modules.
- Provide constructive feedback and coaching to agents to address performance gaps and enhance soft skills.
- Analyze call center metrics and performance data to identify trends, root causes, and areas for improvement.
- Collaborate with management to update Standard Operating Procedures (SOPs) and quality scoring rubrics.
- Conduct shadowing sessions and role-playing exercises to reinforce learning.
Kualifikasi
- Minimum of 1-2 years of experience in Quality Assurance and Training within a Call Center or Customer Service environment.
- Bachelor’s Degree in Psychology, Communication, Business Administration, or related field.
- Strong command of the English language with excellent verbal and written communication skills.
- Proven ability to conduct effective training sessions and deliver clear instructions.
- Familiarity with CRM software and call center quality monitoring tools (e.g., Calabrio, Nice).
- Strong analytical skills with the ability to interpret data and implement corrective actions.