Call Centre Trainer

Job Description: Conduct training for new staff on the product knowledge. Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives. Align, review and improvise on internal quality standards and procedures. Conduct training for Team Leaders on transaction monitoring. Calibrate transaction monitoring with assessors. Supervise transaction monitoring. Design and implement quality processes jointly with relevant business units. Recommend appropriate training, tools and develop methods to ensure superior level of service delivered by the call centre. Perform checks on the efficiency and effectiveness of quality processes. Analyse data relating to quality audits, customer feedback and work with relevant business units to improve service quality. Perform root cause analysis and recommend changes/enhancement for continuous improvement. Align internal service standards with indu...

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