SKILLS For Customer Care TRAINER &QUALITY CONTROLStrong interactive facilitation and presentation skills.Strong training program design experienceExcellent interpersonal skills and ability to interact and work with co-
workers at all levels.Excellent written and verbal communication in English Ability to work independently and in a team environment.
Must project professionalism over the phone and in person.Highly organized and detail-orientedKnowledge of the insurance or assistance procedures is a plus.
Knowledge of international standards are also a plus.RESPONSIBILITIES
Perform quality check and audits of inbound and outbound calls and emails daily to ensure adherence to policies and procedures and high level of customer service
Supervise a team of new hires and provide direct feedback on performance and behaviors
Provide regular feedback on quality review to call center employees and management
Identify and monitor quality risks and serve as a resource regarding quality concerns or issues
Lead continuous quality improvement initiatives such as manuals of policies and procedures and staff training on soft skills such as how to answer phone calls, manners and correct tone of voice as well as accent training.
Lead training on how to properly operate equipment and software as well as procedures.
Create and update training content and reference materials
Develop measuring standards of quality for the call center employees and monitor their progress as the training is given. Sector 25, Gurgaon