Training Facilitator/ Quality Assurance Analyst
IntouchCX
9 hours ago
Full-time
On-site
Philippines
Analyst
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About The Job
We are changing the way people think about customer service, and we need your help!
Are you a leader with a passion to help people learn? We’re looking for a Quality Assurance Analyst/Training Facilitator to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities.
As Quality Assurance Analyst/Training Facilitator, You Will…
Main Responsibilities
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About The Job
We are changing the way people think about customer service, and we need your help!
Are you a leader with a passion to help people learn? We’re looking for a Quality Assurance Analyst/Training Facilitator to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities.
As Quality Assurance Analyst/Training Facilitator, You Will…
Main Responsibilities
- Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
- Complete Quality Assurance and coaching session reports on a weekly basis
- Attend and participate in meetings with supervisors and managers to review monitoring lists
- Attend and participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
- Report scripting problems or questions from callers to appropriate departments
- Provide training to new and existing employees
- Develop and deliver training plans and curriculum to classes of up to 25 people
- Develop and utilize a variety of creative teaching techniques
- Develops and administers knowledge assessment testing
- Assist with QA monitoring, feedback and coaching
- Maintain up-to-date reporting on training progress, effectiveness and improvements
- Perform other duties as assigned
- BS/BA in Education or Business Administration or equivalent work experience required
- 3+ years previous contact center experience preferred
- 1-2 years of Quality Assurance experience (preferred)
- Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
- Experience in customer service training
- Intermediate knowledge of MS Excel, MS Word and MS Office (required)
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills
- Ability to multi-task under high-pressure situations
- Ability to solve problems and offer suggestions in a positive and developmental manner
- Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
- Ability to perform basic mathematical functions to ensure scoring accuracy
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Valid travel documents for international travel
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.