Hiring for: VOIZ

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Description

Job Description: Trainer cum Quality Auditor - BPO Voice Process

Position Overview:

The Trainer cum Quality Auditor for BPO Voice Process is a dual-role position responsible for ensuring high-quality customer interactions while facilitating effective training programs. This role involves monitoring performance, providing feedback, and conducting training sessions to enhance agent skills, ensuring alignment with quality standards and organizational goals.

Key Responsibilities:

Training Responsibilities:

1. Training Program Development:

• Design and deliver training programs for new hires and existing employees in voice-based processes.
• Develop materials, including manuals, scripts, and presentations, to support learning objectives.

1. Skill Development:

• Conduct soft skills, communication, and process-specific training to improve agent performance.
• Organize refresher courses to address performance gaps and update agents on new policies or products.

1. Assessment and Feedback:

• Evaluate trainee performance through assessments and mock calls.
• Provide constructive feedback to improve communication and technical skills.

1. Training Effectiveness:

• Measure the effectiveness of training programs and suggest improvements.
• Work closely with team leads to ensure a smooth transition of trained agents to live processes.

Quality Auditing Responsibilities:

1. Call Monitoring and Evaluation:

• Monitor live and recorded calls to evaluate agent performance against quality standards.
• Identify areas of non-compliance and recommend corrective actions.

1. Performance Analysis:

• Track quality metrics and generate reports to highlight trends and improvement opportunities.
• Collaborate with team leaders to align on performance objectives.

1. Feedback and Coaching:

• Deliver one-on-one coaching sessions based on audit findings to address specific performance issues.
• Recommend strategies for agents to enhance their customer interactions.

1. Compliance and Process Improvement:

• Ensure adherence to company policies, client requirements, and regulatory guidelines.
• Suggest process enhancements to improve overall quality and customer satisfaction.

Required Skills and Qualifications:

• Education: Bachelor’s degree in any discipline.
• Experience:
• 3+ years in a combined role as a trainer and quality auditor, preferably in a voice-based BPO.
• Strong background in customer service and process improvement.
• Technical Skills:
• Proficiency in quality management systems and CRM tools.
• Ability to design engaging training content using modern tools and techniques.
• Soft Skills:
• Exceptional communication and presentation skills.
• Strong analytical skills and attention to detail.
• Ability to handle feedback delivery with professionalism and empathy.
• Other Requirements:
• Flexibility to handle dual responsibilities effectively.
• Ability to work in a fast-paced, dynamic environment.

Key Performance Indicators (KPIs):

Training:

• Trainee success rate post-training.
• Effectiveness of training programs (measured through feedback and performance metrics).

Quality Auditing:

• Consistency and accuracy of audits.
• Improvement in quality scores and customer satisfaction rates.

Process

Sales (B2B + B2C Niche)

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Process

Ongoing

Language

Pay Out

Remuneration : NA

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Days of the week

Works Slots

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Expertise Level