Customer Care Trainer & Quality Analyst

Description

The Customer Care Trainer & Quality Analyst is responsible for developing and delivering or coordinating delivery of comprehensive training programs for contact center agents, ensuring they possess the necessary skills and knowledge for exceptional customer service. This role also involves evaluating agent interactions to maintain quality standards, identify areas for improvement, and ultimately enhance the overall customer experience within the contact center operation. The individual in this position will design and facilitate training, conduct quality analyses, provide feedback, generate quality and training reports for management, and contribute to the continuous improvement of customer care processes.

ESSENTIAL FUNCTIONS

Training and Development

• Design, develop, and deliver engaging and effective training programs for new and existing call center agents on topics including product knowledge, customer service best practices, communication skills, system navigation, and compliance procedures.
• Coordinate product sales and technical training with subject matter experts from other internal teams.
• Conduct needs assessments to identify training gaps and develop targeted training solutions.
• Create and maintain training materials, such as presentations, manuals, e-learning modules, and job aids, ensuring accuracy and clarity.
• Facilitate interactive training sessions using various methods, including classroom instruction, role-playing, simulations, and on-the-job coaching.
• Curate and / or create relevant and appropriate e-Learning content to supplement hands-on learning programs.
• Assess the effectiveness of training programs through feedback, performance metrics, and observation, making necessary adjustments for continuous improvement.
• Maintain accurate training records and track agent progress.

Quality Analysis and Improvement

Requirements