Job Description

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Human Resources, Education, Communications, or a related field.
• 2–4 years of experience in Training, Quality Assurance, Learning & Development, or Contact Center Operations.
• BPO/contact center experience is highly preferred.
• Strong presentation, facilitation, coaching, and communication skills.
• Strong analytical and problem-solving abilities.
• Experience with quality monitoring tools, reporting, and performance analysis.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Ability to work independently and manage multiple priorities.
• Strong stakeholder management and interpersonal skills.
• Comfortable working in a fast-paced, target-driven environment.

Responsibilities

Training & Development

• Develop and deliver onboarding, refresher, process, product, and soft-skills training programs.
• Conduct training needs analysis to identify knowledge and performance gaps.
• Prepare training materials, presentations, assessments, and learning activities.
• Facilitate classroom, virtual, and on-the-job training sessions.
• Evaluate training effectiveness through assessments, feedback, and post-training performance.
• Work closely with Operations and stakeholders to identify training requirements and improvement areas.
• Provide coaching and support to employees who require additional development.

Quality Assurance

• Develop and maintain quality standards, evaluation forms, and quality assurance processes.
• Conduct regular quality audits and evaluate employee interactions against established standards.
• Monitor customer interactions across voice, email, chat, and other support channels.
• Identify recurring quality issues, process gaps, and compliance risks.
• Provide constructive feedback and coaching based on quality findings.
• Prepare and analyze quality reports, trends, and performance dashboards.
• Partner with Operations to develop corrective and preventive action plans.
• Ensure quality processes and standards are consistently applied across teams.