Training Executive

Description:

Primary Responsibilities for the Quality and Training Executive Role:

Develop, implement, and oversee comprehensive quality assurance processes to evaluate call center agent performance and ensure alignment with company standards.

Create and manage training programs that equip call center agents with the skills, knowledge, and tools necessary to excel in their roles and deliver exceptional customer service.

Conduct regular quality assessments and call monitoring to identify areas for improvement and provide actionable feedback to agents.

Collaborate closely with operations and human resources teams to identify training needs and design targeted coaching programs to address skill gaps.

Analyze call center data and training outcomes to identify trends, recommend process improvements, and contribute to overall operational excellence.

Prepare detailed quality and training reports, presenting findings to senior management and suggesting strategies for continuous enhancement.

Qualifications and Requirements:

2 years of experience in quality assurance and training within a call center or customer service environment.

Proven track record of implementing successful quality improvement and training programs.

Strong analytical skills, with the ability to interpret data and translate insights into actionable strategies.

Excellent communication, coaching, and presentation abilities.

Familiarity with relevant quality assurance tools and software.