Customer Care Trainer & Quality Analyst

Description

The Customer Care Trainer & Quality Analyst is responsible for developing and delivering or coordinating delivery of comprehensive training programs for contact center agents, ensuring they possess the necessary skills and knowledge for exceptional customer service. This role also involves evaluating agent interactions to maintain quality standards, identify areas for improvement, and ultimately enhance the overall customer experience within the contact center operation. The individual in this position will design and facilitate training, conduct quality analyses, provide feedback, generate quality and training reports for management, and contribute to the continuous improvement of customer care processes.

ESSENTIAL FUNCTIONS

Training and Development

• Design, develop, and deliver engaging and effective training programs for new and existing call center agents on topics including product knowledge, customer service best practices, communication skills, system navigation, and compliance procedures.
• Coordinate product sales and technical training with subject matter experts from other internal teams.
• Conduct needs assessments to identify training gaps and develop targeted training solutions.
• Create and maintain training materials, such as presentations, manuals, e-learning modules, and job aids, ensuring accuracy and clarity.
• Facilitate interactive training sessions using various methods, including classroom instruction, role-playing, simulations, and on-the-job coaching.
• Curate and/or create relevant and appropriate e-Learning content to supplement hands-on learning programs.
• Assess the effectiveness of training programs through feedback, performance metrics, and observation, making necessary adjustments for continuous improvement.
• Maintain accurate training records and track agent progress.

Quality Analysis and Improvement

• Develop and implement quality monitoring standards and procedures for evaluating agent interactions across all channels (e.g., phone, email, chat).
• Conduct thorough and objective quality reviews of recorded calls, emails, and chat transcripts based on established criteria and scoring guidelines.
• Provide constructive and actionable feedback to agents on their performance, clearly outlining strengths and areas for development.
• Identify trends and patterns in agent performance and customer interactions to inform training needs and process enhancements.
• Collaborate with the Customer Care Manager and other stakeholders to calibrate quality review standards and ensure consistent evaluation.
• Track and report on quality analysis scores and key metrics.
• Participate in coaching and feedback sessions with agents to reinforce training and address identified performance gaps.
• Contribute to the development and implementation of strategies aimed at improving overall service quality and customer satisfaction.
• Collaborate with the Customer Care Manager and other stakeholders to calibrate quality review standards and ensure consistent evaluation.
• Track and report on quality analysis scores and key metrics.
• Participate in coaching and feedback sessions with agents to reinforce training and address identified performance gaps.
• Contribute to the development and implementation of strategies aimed at improving overall service quality and customer satisfaction.

Requirements

• Bachelor's degree in a relevant field (e.g., Education, Business Administration, Communications) or equivalent practica experience.
• Minimum of 3 years of experience in a call center environment, with demonstrated experience in training and/or quality analysis.
• Proven ability to design, develop, and deliver effective training programs.
• Strong analytical and observation skills with a meticulous attention to detail.
• Excellent verbal and written communication, and interpersonal skills.
• Ability to provide constructive feedback in a supportive and professional manner.
• Solid understanding of customer service principles and quality assurance best practices.
• Proficiency in using call center software and quality monitoring tools.
• Strong organizational and time management skills with the ability to manage multiple tasks effectively.
• Ability to work both independently and collaboratively within a team.
• Demonstrated ability to influence without direct authority.
• Proficient in Microsoft Office Suite 1 (Word, Excel, PowerPoint).