Related skills
communication data analysis quality assurance customer service process improvement📋 Description
- Maintain and improve training programs using varied methods aligned to goals.
- Maintain QA programs, set service standards, create evaluation tools, audit performance.
- Analyze customer surveys to identify improvements and track progress.
- Manage Training & Quality team daily, including allocation, planning, productivity.
- Provide timely feedback; ensure probation reviews and performance reviews are on time.
- Provide ongoing support to Customer Service to meet quality standards.
🎯 Requirements
- 5+ years’ people management experience.
- 3-5 years’ experience in operational training and development.
- Graduate or Postgraduate.
- Knowledge of best practices for delivering exceptional customer experiences.
- Ability to effectively communicate with customers, agents, and stakeholders.
- Ability to identify and resolve quality issues; analyze data and develop solutions.
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