Trainer & QA Customer Service

Key Responsibilities

1. Training & Development

• Design and deliver training programs for new hires (product knowledge, SOPs, tools, and soft skills).

• Conduct regular refreshment training for existing agents.

• Develop and update training materials based on updates from client

• Evaluate training effectiveness through assessments (pre-test & post-test).

2. Quality Assurance Monitoring

• Monitor agent interactions (chat, email, and calls) to ensure quality standards.

• Score interactions using the defined QA framework.

• Identify performance gaps and areas for improvement.

• Prepare daily, weekly, and monthly QA reports.

3. Coaching & Feedback

• Conduct coaching sessions and calibration with agents.

• Provide constructive feedback to improve performance.

• Collaborate with Team Leaders to implement improvement action plans.

4. Stakeholder Coordination

• Coordinate with the client on SOP updates, policies, and KPIs.

• Participate in calibration sessions with the client to maintain quality alignment.

• Provide insights on customer trends and recurring issues.

5. Performance Improvement

• Analyze root causes of performance issues.

• Develop and implement improvement programs (training plans, coaching plans).

• Support achievement of KPIs such as CSAT, QA Score, and SLA.

Requirements:

1. Bachelor’s degree in any field.

2. Minimum 1–2 years of experience as a Trainer or QA in BPO or e-commerce industry.

3. Strong understanding of customer service operations (chat, email, call).

4. Excellent communication and presentation skills.

5. Strong analytical and reporting skills.

6. Must be fluent in English