Quality & Trainer

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich peoples lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in
and feel the difference.

Established in 1985 as a monitoring center and provider of communication services, Bosch Service Solutions Inc. today ranks among the leading international providers of Business Process Outsourcing services. Employing more than 4,000 associates in Europe, Asia and South America, Bosch Service Solutions Inc. provides and optimizes business processes for our customers.

• Monitors and evaluates customer service interactions through call monitoring, email reviews, and chat transcripts to ensure adherence to quality standards and compliance with company policies.
• Identifies areas for improvement in customer service performance and provide actionable feedback to customer service representatives.
• Conducts regular quality audits and provide detailed reports to management, highlighting trends, areas of improvement, and best practices.
• Collaborates with the management team to develop and implement quality improvement initiatives and strategies.
• Analyzes customer feedback and data to identify opportunities for process improvement and customer satisfaction enhancement.
• Stay updated on industry best practices and regulatory requirements to ensure compliance and quality standards are met.
• Develops and delivers comprehensive training programs for new and existing customer service representatives, focusing on product knowledge, customer service skills, and company policies and procedures.
• Creates training materials, including manuals, presentations, and interactive activities, to support the learning and development of customer service representatives.
• Conducts training sessions, workshops, and role-playing exercises to enhance the skills and performance of customer service representatives.
• Evaluates the effectiveness of training programs through assessments,quizzes, and performance evaluations, and make necessary adjustments to improve training outcomes.
• Collaborates with the quality assurance team to incorporate customer feedback and quality metrics into training programs.
• Provides ongoing coaching and support to customer service representatives to reinforce training and promote continuous improvement in performance.
  
  

Key Requirements:

• Bachelor's degree in Business Administration or a related field.
• Proven experience as a Quality Analyst and Trainer in a BPO or customer service environment, preferably within the power tools industry.
• Strong understanding of customer service principles, quality assurance processes, and training methodologies.
• Excellent analytical skills with the ability to interpret data and identify trends for process improvement.
• Proficiency in Microsoft Office and other relevant software for creating training materials and generating quality reports.
• Certification in quality management or training is a plus.

Desired Personal Qualities:

• Strong communication and interpersonal skills to effectively provide feedback, coaching, and training to customer service representatives.
• Detail-oriented with a focus on maintaining high-quality standards and attention to accuracy in quality assessments and training materials.
• Proactive and adaptable with the ability to identify opportunities for improvement and implement effective strategies.
• Team player with the ability to collaborate with management, trainers, and customer service representatives to drive quality and training initiatives.
• Passion for continuous learning and staying updated on industry best practices and trends in customer service and quality management.
• Patience and empathy to support the development and growth of customer service representatives through coaching and training programs.
• Amenable to work onsite.
  
  

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.