Job Detail

Bachelor’s degree /Diploma (candidates with back papers/arrears can be considered)

3 - 5 years in BPO quality assurance and training, with leadership experience.

Key Responsibilities:

Quality Assurance Responsibilities:
• Develop and implement QA frameworks to monitor and assess customer interactions (calls, emails, chats).
• Conduct quality audits, identify process gaps, and ensure compliance with company and client standards.
• Analyze QA reports and metrics (CSAT, AHT, FCR, NPS) to track agent and team performance.
• Provide constructive feedback and coaching to agents to improve service delivery.
• Ensure adherence to compliance, security, and regulatory requirements in all interactions.
• Work closely with operations and leadership to drive process improvement initiatives based on QA insights.
• Will be handling team for domestic process
• Weekly any day off (rotational)
• Any shift timing between 8am-8pm

Training Responsibilities:
• Develop and update training programs, manuals, and e-learning content for new hires and existing employees.
• Conduct new hire onboarding, refresher training, and upskilling sessions for agents and team leaders.
• Implement soft skills, product knowledge, and process-specific training for customer service teams.
• Assess training effectiveness through assessments, feedback, and performance evaluations.
• Collaborate with stakeholders to identify learning gaps and training needs based on QA evaluations.

Key Requirements:
o Strong analytical and problem-solving skills.
o Excellent communication and coaching abilities.
o Ability to develop training materials and facilitate engaging sessions