Deskripsi Pekerjaan
Become a catalyst for excellence in customer service as our Trainer & QA Specialist at PT Indotel Maju Bersama. This dynamic role empowers you to transform our service delivery through innovative training methodologies, rigorous quality assessments, and personalized coaching. You'll design and implement cutting-edge training programs that equip our team with advanced communication skills, product knowledge, and conflict resolution techniques. By conducting regular performance evaluations and providing actionable feedback, you'll drive continuous improvement in customer satisfaction metrics. Join us to shape a culture of service excellence where every team member delivers exceptional experiences.
Tanggung Jawab
- Develop and execute comprehensive training programs for customer service teams
- Conduct regular quality assurance audits and performance evaluations
- Provide targeted coaching and feedback to enhance team capabilities
- Analyze customer interaction data to identify service gaps and improvement opportunities
- Design engaging training materials and assessment tools
- Monitor key performance indicators (KPIs) for service quality
- Collaborate with department heads to align training with business objectives
Kualifikasi
- Minimum 2 years experience in training or quality assurance for customer service roles
- Strong presentation and facilitation skills with proven ability to engage adult learners
- Experience developing training curricula and assessment methodologies
- Excellent analytical skills for evaluating customer interaction data
- Certification in training or quality management is highly desirable
- Proficiency in learning management systems (LMS) and QA software
- Ability to work collaboratively across departments