Description
Under the direction of the Supervisor, Training and Quality, the Quality & Training Coordinator is responsible for Operations training and documentation, coaching employees, monitoring calls/chats/emails for quality, and assisting with the quality of other work performed within Operations. The Coordinator provides feedback to employees performing the work to help ensure that customers receive great customer service.
Responsibilities
Working closely with the Call Center Agents, Supervisors, Leads, Human Resources, and other team members, the Quality and Training Coordinator provides various training and documentation services to satisfy the needs from Call Center staff to provide high-quality service. The goals are to increase efficiencies within the call center to meet overall department goals.
Training Development and Delivery
- Assist in developing and maintaining reference materials for training
- Assist in building training objectives and agendas
- Conduct online training as directed for new hires or up-training and ongoing refreshers for existing staff
- Secret shop OnVUE greeters and proctors
- Maintain documentation summarizing training received by each employee
- Monitor training success via surveys, escalation analysis, and quality reviews
- Work with Supervisor and peers to ensure training responsibilities are met
Performance Feedback
- Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings.
- Identify opportunities for continuous training improvements
Call/Chat/Email/OnVUE/Other Monitoring
- Monitor candidate-facing interactions and ensure that all customers are receiving quality service
- Ensure agents and Global centers are meeting call center quality goals
- Score monitored calls based on company Quality Guidelines
- Perform secret shops of OnVUE greeters and proctors; includes being recorded on video, a capture of your government ID, and your testing setting being reviewed
Cli
📌 Contractual Advanced Associate, Customer Service (India)
🏢 Pearson
📍 India