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Process Quality Trainer - Call Center

ID:  5263
Function:  Operations

Basak, Lapu-Lapu City, PH

Duties and Responsibilities: 


  • Quality Monitoring
    • Achieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals
    • Provide performance feedback (handling attributes) and input to all monitored calls to increase service quality – SBS discussions
    • Serves as point of contact for all quality issues and questions
    • Prepares QA reports and interacts with operations and support groups regarding quality improvements.
    • Ensures adherence to customer standards and recommends/develops actions plans/process improvements, if necessary to contain and correct quality problems.
    • Schedules, coordinates and facilitates call calibration sessions at the direction of Supervisors and Manager.
    • Ensure quality of work to the satisfaction of customer (internal/external).
    • Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns.
    • Lead the team in implementing documentation and compliance on all processes
    • Updates personnel on changes regarding information, policies, guidelines, spec etc. ‘through Specs/Info awareness/campaign.


Training and Development:


  • Coordinate with HR to ensure that training objectives and initiatives are met.
  • Establish training and development paths for the various product support and customer service job functions
  • Track remedial training needs on an agent basis, based on personal observation, feedback, QA and/or survey results
  • Manage process that confirms agents are able to demonstrate required baseline proficiencies before customer interaction
  • Facilitate training initiatives
  • Communicate QA related objectives to operations. Support operations in meeting these objectives.
  • Support operations in carrying out the coaching program.
  • Implement measurable training initiatives based on the need identified through QA scoring and feedback
  • Coordinate with Supervisors/Manager in analyzing weekly QA scoring volumes and ensure quotas are being met
  • Coordinate with Supervisors/Manager in analyzing QA scoring results and work with them to identify action items
  • Provide regular reports to communicate the result of CSC performance improvement initiatives against QA scoring trends
  • Provide regular reports to communicate status of trainings and training needs




    • Collaborate with management to gain knowledge of specific work situations requiring employees to better understand changes in products, policies, procedures, regulations, and technologies.
    • Work closely with Supervisors/Manager to assure that their training needs are satisfied.


​​​​​​​Administrative Tasks:


    • Enforce all company policies and procedures.
    • Maintain all related training records and reports.
    • Compiles data and analyzes past and current year training requirements.
    • Maintains records and prepares statistical reports to evaluate performance of instructors and monitor progress of trainees.
    • Define and implement measurement systems to monitor and report training effectiveness.



Basic Qualifications, Experience, Skills & Education Required:​​​​​​​


To perform this job successfully, an individual must be able to perform each primary duty and responsibility satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

  • University degree preferably any Organizational Development course or the equivalent.
  • At least 1 year related experience in the Technical Support/Customer Service industry
  • At least 6 months experience in working with customers of varied technical knowledge and business needs
  • Experience in working with people on different levels
  • Must have good verbal and written communication skills
  • Computer literate
  • Excellent and proven writing / English / and process knowledge
  • Proficient with writing reports, business correspondence and procedure manuals
  • Ability to coach and to educate agents on non-proficient areas
  • Understanding of quality feedback processes

Job Segment: Call Center, Quality Assurance, Technical Support, Customer Service, Sales, Technology