About The Team
We are looking for a Trainer and QA Lead to monitor, report and analyze quality monitoring performance for screening agents, while leading and training the QA team on policy requirements and standards. This role involves conducting training for agents, facilitating calibration sessions to ensure consistency and setting up robust quality metrics to drive continuous improvement across Quality, Training & Policy.
Job Description
- Monitor, report and analyze both quality monitoring screening agents
- Track and monitor quality related metrics and initiate plans for corrective actions
- Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
- Lead and mentored QA team and set up robust quality metrics.
- Review and control the execution of standard processes across Quality, Training & Policy
- Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
- Conduct training for agents and establish a final approval process as an intermediary between policy review and agents
- Highlight changes, key updates in the QC policy and provide clear steps for agents to follow based on the SOP
- Feedback loop for agents to ask questions or raise concerns.
Requirements
- Working experience in QA or Training team, planning, or strategy role, experience in the e-commerce industry is advantageous.
- Comfortable providing coaching and feedback to peers or team members.
- Self-motivated and able to work both independently and as part of a team.
- Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Google Sheets) is required
- Effective communication and stakeholder management skills, with the ability to work closely with cross-functional teams to address issues and complaints
- Proficient in Microsoft Office (Word, Excel, and PowerPoint)
- Detail-oriented with the ability to perform repetitive tasks consistently while maintaining a high standard of quality.
