Quality Assurance Trainer - Night Shift - Pune - 2-5 Yrs -DealerOn

Link to apply - https://a.peoplehum.com/9chwq

Email - yogita.dave@dealeron.com

Note - Please go through job details as below and apply if suitable to your profile.

Mode - Work from office

Shift - Night shift(6.00 PM - 3.00 AM IST)

Location - Vimannagar Pune

Transport - Yes

Shift allowance - Yes

The QA Trainer is responsible for Quality Assurance of employees for case and phone management. The QA Trainer will serve as a direct mentor to employees, these duties include but are not limited to zoom training (in-class facilitation), 1 on 1 and group sessions to practice on case management, call management, expectations, and best practices for day-to-day tasks and case types, etc. This is a mid-level position and 100% remote.

Essential Functions:

• Conduct new hire QA training sessions covering subjects that are pertinent to the employee's case management and case types.
• Collaborate with Management to provide new hire insights, learning curves or suggestions to improve processes.
• Provide performance feedback and coaching on a monthly basis to employees in a constructive manner. Write and administer QA reviews.
• Identify process improvement opportunities and partner with stakeholders to optimize training gaps and establish stronger partnerships.
• Maintain content library in DealerOns learning management system (SFKB) and answer employee questions related to processes.
• Maintain knowledge of policies and procedures in order to facilitate how to approach researching/handling escalated/complex issues and to accurately respond to questions that may arise during new hire training.
• Develop, implement and maintain a Quality Assurance Program around Case and Phone management including external and internal calls to maximize the output and productivity of the team.
• Train agents and Managers on quality policies and procedures to ensure understanding of expectations of quality work.
• Conduct a comparable amount of QA assessments compared to employee volume and provide Management and Employees meaningful and constructive feedback on outcomes and improvements needed to improve agent and team performance.
• Meet monthly with Managers to review QA trends and opportunities to improve customer satisfaction.

Required Skills/Experience:

• Associate degree or equivalent
• 2 years of customer service/technical experience in a call center environment
• Excellent attention to detail, especially with communication (written and verbal) and meeting deadlines
• Dependable, follows instructions and takes initiative to solve problems
• Strong phone etiquette
• Proficient organizational skills
• Ability to multi-task in a fast paced and dynamic environment
• Highly adaptable to process and system changes
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook)
• Knowledge of SalesForce, JIRA, HTML, CSS
• Strong Use of technology

Preferred Skills/Experience:

• Excellent verbal and written communication skills
• Efficiency and organizational skills
• Strong facilitation skills
• Ability to closely follow quality standards
• Decision making skills