Support Quality & Training Officer
Skills
About the Role
You will develop customer support training materials including presentations, manuals, and videos. You will monitor, evaluate and score inbound calls against quality standards and prepare procedures and policies for sales techniques and support conduct. You will schedule and run training sessions for new and experienced staff, observe daily operations to identify improvements, provide on-the-job coaching with team leaders, measure training effectiveness and compile progress reports, and deliver regular verbal and written feedback to support representatives.
Requirements
- Fluency in local languages and English
- At least 1 year of experience as a Customer Support Representative
- 1 year of experience as a Quality and/or Training Officer
- Proficiency with computers, Google Docs, and performance management software
- Strong knowledge of customer service processes
- Strong abilities to monitor and conduct training
Responsibilities
- Develop customer support training materials
- Monitor and evaluate inbound calls against quality standards
- Prepare procedures and policies for sales techniques and support conduct
- Ensure support representatives adhere to quality assurance standards and SOPs
- Schedule and conduct training sessions for new employees
- Train experienced employees on updated support procedures
- Observe daily support operations and identify areas for improvement
- Liaise with team leaders and managers to deliver on-the-job coaching
- Measure training effectiveness and prepare progress reports
- Compile and track performance using a quality monitoring data management system
- Provide verbal and written feedback to support representatives
Benefits
- Generous health insurance for employee and dependents
- Generous parental leave (26 weeks for mothers, 4 weeks for fathers)
- Subsidized child care upon return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Performance reviews twice a year with bonuses for strong performers after 6 months