Trainer and Quality Analyst For Customer Service Team (B2B & B2C)

We are seeking an experienced and dynamic process trainer and quality analyst to train employees and analyse the performance quality that our B2B and B2C Customer Service Agents deliver to our customers. Your key responsibilities will include enhancing the customer satisfaction scores, carrying out training need analysis, maintaining training and quality reports, preparing training documents, working on providing outstanding customer service thereby promoting customer excellence. You will employ learning and development techniques to provide constructive feedback and personalized guidance to customer service agents to support their learning journey. You will need to have a professional conduct with a calm and composed demeanour to be able to handle any disputes with the quality scores, assessment scores etc. Your goal will be to enhance the overall quality of the team, their communication skills and their process knowledge through trainings and assessments. The ideal candidate will have a strong background in customer service, excellent communication skills, and a passion for training and development.

Key Responsibilities:

New Hire Training:

Refresher Training:

B2B Customer Service Expertise:

B2C Customer Service Expertise:

Training Material Development:

Performance Evaluation:

Mentorship:

Employee Engagement:

Quality Monitoring:

Calibration:

Multitasking and Time-Management:

Reporting and Documentation:

Record Keeping:

Planning:

Automation:

Collaboration:

Process Improvement:

Skills Required:

• Professional conduct with a calm and composed demeanour
• Strong written and verbal communication skills in grammatically correct English
• Graduate with a minimum of 7 years [AAK1] of experience in carrying out training and quality functions
• Proficient in MS Office applications (Excel, PowerPoint, Word, Outlook)
• Strong articulation and conflict management skills
• Willingness to work rotating shifts and on a roster
• Proactive approach with a positive attitude and flexibility to embrace change
• Strong attention to detail and willingness to learn
• Exercise good judgment and independent decision-making skills

Basic Qualification:

• Bachelor's degree in business or relevant work experience
• Professional experience in using English with all skills (reading, writing, listening, speaking)
• 7+ years [AAK2] of relevant experience in conducting training and as a quality analyst
• Experience of using MS Office, Quality and Training Tools
• Knowledge in gamification of training content
• Experience in owning improvement projects to remove defects and reduce risk

Preferred Qualification:

• Excellent time-management, organizational, and prioritization skills
• Keen eye for detail and high level of accuracy
• Previous work experience in a B2B and B2C domains
• Experience with Data Analytics
• Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and written.
• Detail-oriented, analytical, proactive approach to problem-solving and identification
• Must be in good standing in current role, and a blue badge employee
• Excited about working in a diverse group and contributing to an inclusive culture