Description
Majorel supports clients all over the world to successfully shape their customer relationships. More than 79,000 employees in 41 countries over 127+ sites design and implement customized solutions for this purpose(For updated numbers refer Majorel website www.majorel.com).
We are looking to hire a Training and Quality Coordinator. The Training and Quality Coordinator will be responsible for assessing, developing, and mentoring the training and quality team to ensure adherence to the departmental guidelines in order to meet the organization and the client’s quality goals.
Responsibilities
Team management
Enforce and Review Coaching Plan
Enforce and Review Audit Output
Review Team Performance
Conduct 1 to1 sessions with the PCs
Scheduling requests for quality team
Conduct Calibration Sessions
Improve Trainer and Quality Coach understanding of the business
Client Management
Ensure 100% completion of all clients follow ups
Provide feedback to clients on faulty processes that have negative impact on results
Handling all quality escalations from the client/internal teams
Back up for TQM
Process & Knowledge Improvement
Planning and conducting calibration sessions
Coordinate Workshops and Re-training Sessions
Drive closure on client assigned trainings & refresher modules
Review and revise Quality Forms
Tracking all active agent development plans
Floor presence and regular call listening
Responsible for comprehensive regular QoS / CSAT analysis
Evaluates daily key performance indicators and develops improvement needs
Reporting
Reporting on calibration adherence
Reporting on Quality results at Line of Business (LOB) level
Reporting on all completed training and success rate on a monthly cadence
Reporting on audit and coaching compliance at LOB level vs Site level
Communicating to all stakeholders on any operational issue that might affect quality output
Requirements
Degree/Diploma in education, communication, HR or Public relations
Proficiency in MS office
Competency in C1 English and excellent grammar skills
Minimum 2 years’ experience preferably in a BPO sector with more than a year experience as a Trainer or Quality Analyst
Overall understanding of customer service industry
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