Support Quality & Training Officer
Skills
About the Role
You will create customer support training materials such as presentations, manuals, and instructional videos. You will monitor, evaluate and score inbound calls against established quality standards and prepare procedures and policies for sales techniques and representative conduct. You will schedule and run training sessions for new hires, train experienced employees on updated procedures, observe daily operations to identify improvements, liaise with team leaders for on-the-job coaching, measure training effectiveness and produce progress reports, use a quality monitoring data system to track performance, and provide regular verbal and written feedback to support representatives to maintain productivity and customer satisfaction.
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 ability to monitor and conduct training
Responsibilities
- Develop customer support training materials such as presentations, manuals, and instructional videos
- Monitor, evaluate and score inbound calls against quality assurance standards
- Prepare procedures and policies regarding sales techniques and representative conduct
- Ensure customer support representatives adhere to quality assurance standards and standard operating procedures
- Schedule and conduct training sessions for new employees
- Train experienced employees on new or updated support procedures
- Observe daily operations and identify areas of improvement
- Liaise with team leaders and managers to conduct on-the-job coaching
- Measure training effectiveness and prepare individual or team progress reports
- Use a quality monitoring data management system to compile and track performance
- Provide verbal and written feedback to support representatives
Benefits
- Health insurance for employee and dependents
- Parental leave (26 weeks for mothers, 4 weeks for fathers)
- Subsidized child care
- Gym membership and fitness class subsidies
- Airtime reimbursement
- Free food
- Bonuses for strong performers after 6 months
- Performance reviews twice a year