Specialist – Transactional Quality & Training

• Quality Assurance:
  • Conduct regular evaluations of interactions to ensure adherence to company standards and client requirements.
  • Provide constructive feedback to agents based on quality evaluations, highlighting strengths and areas for development.
  • Prepare and present quality reports and performance metrics to management, highlighting key findings and recommendations.
• Training:
  • Design and develop training programs and materials focused on process-specific requirements.
  • Create training content such as manuals, presentations and job aids tailored to process needs.
  • Conduct engaging and effective training sessions for new hires and existing employees on process-related topics.

Key Skills:

• • Excellent communication and interpersonal skills.
  • Ability to provide constructive feedback and conduct effective training sessions.
  • 2-4 years of experience in a QA/Trainer role within a BPO environment.
  • Preference will be given to candidates with experience in both quality assurance and training roles.