Assistant Manager - Process Training

Role Overview: You will be responsible for ensuring the delivery of high-quality training programs and maintaining excellence in customer service through effective quality assurance. As the Trainer/Quality Analyst - Assistant Manager for the call centre (Outsource Partner) handling the travel process, your role will be crucial in upholding the standards of service delivery. Key Responsibilities: - Designing and delivering training programs for call centre staff to enhance their skills and knowledge in the travel process. - Conducting quality assurance evaluations to monitor and improve the performance of call centre agents. - Providing feedback and coaching to agents to ensure consistent delivery of high-quality customer service. - Analyzing training and quality assurance data to identify areas for improvement and develop action plans. - Collaborating with internal and external stakeholders to implement best practices and drive continuous improvement in training and quality assurance processes. Qualifications Required: - Bachelor's degree in a relevant field or equivalent work experience. - Proven experience in training delivery and quality assurance in a call centre environment. - Strong communication and interpersonal skills to effectively coach and provide feedback to agents. - Analytical mindset with the ability to interpret data and make data-driven decisions. - Certification in training and quality assurance will be an advantage. Please Note: The above Job Description is for the position of Trainer/Quality Analyst - Assistant Manager in a call centre handling the travel process.,