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Italian Trainer and Quality Analyst
Há 1 mês
Client:
Speakit
Location:
Lisboa, Portugal
Job Category:
Other
EU work permit required:
Yes
Job Description:
This position is a mix between Training & Quality Analyst for the implementation of a new client. The candidate will be responsible for delivering training for a brand new team and developing Quality Analyst responsibilities once the team is formed.
This role involves designing, implementing, and evaluating comprehensive training programs that align with business objectives. The Training Specialist will create a positive learning environment, deliver training content through various mediums, and ensure new hires and existing employees are equipped with the skills needed to excel.
This person will also be responsible for Quality Analyst duties depending on the business needs of our clients.
Responsibilities:
Training:
1. Identify training needs by evaluating strengths and weaknesses on the project by monitoring results (Quality, Productivity KPI) or as per operation insights/feedback.
2. Translate requirements into training that will develop employees for the next step of their career path; build an annual training program and prepare teaching plans.
3. Develop or oversee training roadmap/modules, classroom handouts, instructional materials, aids, and manuals.
4. Create, supervise, and evaluate regular assessments roll-out, including the development of corrective action for errors.
5. Acclimate new hires to the business and conduct orientation sessions.
6. Deliver the training content through various channels/mediums, such as Onsite Training Rooms, Virtual meetings, on-floor huddles, one-to-ones, etc.
7. Ensure self-paced training courses are completed.
8. Assess training effectiveness to ensure the incorporation of taught skills and techniques into employees' work behavior and track and analyze training programs by examining agent performance.
9. Periodically evaluate ongoing programs to ensure that they reflect any changes.
10. Recommend changes to training programs, correlating them with KPIs.
11. Modify and present training programs for representatives/agents.
12. Provide exercises and activities that enhance the learning process.
13. Stay abreast of the new trends and tools in employee development.
14. Serve as a single point of contact for all product training and documentation needs, and from it, develop training sessions.
15. Maintain project training documentation and activity records up to date.
Quality Analyst:
1. Monitor CSR's performance on a daily basis by taping, listening to, reviewing, and evaluating call chats.
2. Provide appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts with the aim of improving the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
3. Attend and participate in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring.
4. Report script/procedure problems or questions to appropriate areas.
5. Assist clients in monitoring specific programs as needed.
6. Communicate with supervisors on program changes, and communicate CSR actions to supervisors for performance appraisals.
7. Stay informed about client processes and recommend program changes where appropriate.
8. Conduct Root Cause Analysis and create corresponding Action Plans.
9. Make monthly improvement plans and execute this plan, keeping track of what has been achieved.
10. Provide relevant information for Weekly/Monthly Quality Reports.
11. Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained.
12. Act at least half a day per week as CSR to keep up experience.
13. Participate in Weekly/monthly calibration sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
14. Attend Quality meetings, as well as any other reasonable meetings with Client or Operations.
15. Perform any other reasonable duties that may be requested by the Client or Direct Managers.
16. Take responsibility for your own personal development.
Minimum Qualifications:
1. Previous experience as a Trainer within the BPO / Contact Center industry - mandatory.
2. Ideally previous experience as a Quality Analyst within BPO / Contact Center industry although it is not mandatory.
3. Fluent level of English.
4. At least C1 level of Italian.
5. Special Certifications: CAP is a plus.
6. Availability to work 100% onsite is mandatory.
Benefits:
1. Attractive salary package (14 salaries per year).
2. Performance bonuses.
3. Fixed language bonuses.
4. Fixed complexity bonuses.
5. Relocation package for candidates moving inside of Portugal.
Please note that if you are NOT a passport holder of the country for the vacancy, you might need a work permit.
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