ROLE : Quality Analyst cum Trainer

Rotational shifts

Role & Responsibilities:

I. Trainer

• Under the guidance of the class Trainer and supervision of the local Training Manager, the

Program Ready Trainer will facilitate the training of classes as required

• Apply effective presentation and facilitation skills including creative training techniques and

adult/accelerated learning techniques using a variety of training delivery modalities in a classroom

environment

• Present training materials through classroom learning, hands on demonstrations, and supporting

activities for technical, customer service, and sales accounts

• Assist in evaluating the performance of associates using tools available such as assessments,

playbook observations, etc. to the Trainer and Training Manager

• Convey timely performance information to the Trainer and Training Manager throughout the

training process/cycle

• Responsible for achieving individual training performance metrics

• Support the transition of trainees from training to production environment, ensuring competency

levels meet business needs

• Maintain current product knowledge for each account by taking calls, attending team meetings,

and side by side observations

• Participate in Concentrix and client training sessions as required

• Ensure effective, consistent communication with managers, peers, and other resource groups,

including day-to-day informal interaction with clients.

• Assist and participate in a positive learning culture under the guidance of the Training Manager to

include identifying and communicating areas for curriculum development/enhancement

opportunities

II. Sr. Quality Evaluator

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other

contact methods including chat and email

• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,

Operations, Client, Account Management, and Resource Unit partners)

• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations,

Program Management and clients to ensure scoring consistency and best practices

• Participates in internal quality audits (e.g. periodic audits of existing processes to determine

process control and efficiencies) designed to improve overall contact quality and recommend

changes

• Maintains strong program knowledge base; basic understanding of client products, services and/or

program strategies

• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations,

Client, Account Management, and Resource Unit partners)

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number

of emails evaluated, etc.)

• Complete phone time to keep current on programs (as applicable)

• Contribute to maintaining forms and legends documents

• Support management focus on review of key drivers, metrics and operational processes (including

Training) that drive Balanced Scorecards and count profitability goals

Generic & Behavioral Skills

1. At least 1 year experience in training facilitation and quality evaluation


2. Strong Communication Skills
   
   • Must possess good English communication skills
   
   • Will communicate with Clients, Operations Manager, DPE, Supervisors and Support staff in
   
   English
   
   • Liaise with client partners on a regular basis


3. Bachelor’s Degree in related field from a four-year college or university with three to five years
   
   of relevant experience preferred


4. Strong communication skills, both written and verbal


5. Proficient in Microsoft Office


6. Demonstrated ability to multi-task and meet timelines on deliverables


7. Self-starter, sense of urgency, and works well under pressure