Quality Assurance and Training Professional
Há 5 dias
About the Role:
We are looking for a highly skilled and experienced Italian Trainer and Quality Analyst to join our team at GrabJobs. In this role, you will be responsible for delivering high-quality training programs and ensuring that our clients receive exceptional service.
The ideal candidate will have previous experience as a Trainer within the BPO/Contact Center industry, with a strong background in employee development and quality assurance. Fluency in English and Italian is mandatory, and a C1 level of Italian is required. Special certifications such as CAP are a plus.
Responsibilities:
- Develop and deliver comprehensive training programs to ensure employees are equipped with the skills needed to excel
- Design and implement quality assurance processes to ensure adherence to procedures and scripts
- Maintain project training documentation and activity records up to date
- Monitor CSR performance on a daily basis by taping, listening to, reviewing, and evaluating call chats
- Provide feedback to CSRs on the quality of service
Requirements:
- Previous experience as a Trainer within the BPO/Contact Center industry
- Fluency in English and Italian
- C1 level of Italian
- Special certifications such as CAP (plus)
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