Note To proceed your application click the link below- https://admin.goboon.co/job-post/mW9eHEOwFtscbDeedKIa
Role and Responsibilities:
- Quality Management
Work with operations to develop and implement quality assurance processes and standards to ensure consistency and excellence in Customer Onboarding
Manage a group of quality analysts who conduct regular audits and provide feedback to team members.
Conducts analysis to provide insights and recommendations to assigned programs
Assesses Quality KPIs regularly to ensure productivity and efficiency
Run/assist projects/drive initiatives to help improve program performance
Attends and participates business reviews with internal and external clients
Achieve client established performance and productivity goals.
Provide support to the Management team by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them.
This includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts in this regard.
Responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots and design of experiments.
Works with all levels of the management team, stakeholders, associates, and client representatives, including as interactions with Senior leadership.
- Training Development and Delivery
Identify training needs through collaboration with TO leadership and performance evaluations.
Create training materials and resources for both new onboarding and advisor upskilling.
Utilize a variety of training methods like workshops, virtual and e-learning, hands- activities.
Gauge training effectiveness and make necessary adjustments to improve outcomes.
Manages training programs and learning experiences for adult learners in a site.
Hires, trains and supervises a staff of trainers.
Develops/implements training programs for contact center personnel, which may include management development programs.
Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
Designs learning strategies to fill needs as identified through analysis and in partnership with Operations Managers.
Conducts the most complex training classes.
Develops standards for monitoring agents/representatives.
Ensures that feedback programs provide agents with guidance to correct problems.
Conducts train-the-trainer sessions to keep trainers effective.
- Continuous Improvement
Stay informed with new RingCentral products and services to keep our advisors updated.
Create training materials and resources for both new onboarding and advisor upskilling.
Utilize a variety of training methods like workshops, virtual and e-learning, hands- activities.
Gauge training effectiveness and make necessary adjustments to improve outcomes.
Desired Qualifications:
Strong background in training and quality management
5+ years of BPO experience, ideally including a combination of contact center, project management and quality experience.
Excellent communication and interpersonal skills
Ability to analyze data, identify trends and make data-driven decisions
Willing to work in Hybrid work setup
- Note To proceed your application click the link below
- https://admin.goboon.co/job-post/mW9eHEOwFtscbDeedKIa
Job Type: Full-time
Pay: Php70,000.00 - Php80,000.00 per month
Benefits:
Health insurance
Work from home
Schedule:Supplemental Pay: Performance bonus
Application Question(s):
- Note To proceed your application click the link below
https://admin.goboon.co/job-post/mW9eHEOwFtscbDeedKIa
