Assistant Manager/ Manager - Training & Service Quality (Call Center)
Job Description
Title: Assistant Manager/ Manager - Training & Service Quality (Call Center)
Company Name: Genex Infosys Limited
Vacancy: 1
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
∎ Skills Required: Call Centre Supervision/ Management, Computer skill, Quality Assurance/ Quality Control, Team management
Experience Requirements:
∎ At least 6 year(s)
∎ The applicants should have experience in the following area(s):
BPO Industries, Contact Center, Telecommunication
∎ The applicants should have experience in the following business area(s):
BPO/ Data Entry Firm, Call Center, Telecommunication
Job Responsibilities:
∎ Develops training materials, contents, and modules with focus on the input/recommendation received from HODs of client departments.
∎ Conducts training need analysis to determine specific training needs.
∎ Analyze feedback from participants and client departments and give required inputs for improving training effectiveness.
∎ Collect inputs/analyze requirements from client departments and conduct specialized trainings as and when required.
∎ Prepare the team in making activities for the training to enhance technical knowledge and soft skills.
∎ Retains and improves service quality by investigating customer complaints; collaborating with other members of management to develop new process and training methods.
∎ Arranges quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
∎ Apprises job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
∎ Enriches department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
∎ Leading the Non-voice Quality team , coaching and monitoring them to achieve targeted KPIs and ensure proper service.
∎ Audit inbound and outbound calls & non-voice replies.
∎ Improve the service quality score by proper auditing, training and monitoring.
∎ Train up the Team Leaders, Quality Executives and agents of contact center regarding service quality, communication skills, behavioural skills and writing skills.
∎ Research and design the audit formats and quality standards of Contact Center (Inbound & Outbound), Non-voice (Email, Live Chat & Facebook).
∎ Create the Service Guideline for the agents to guide the customer properly.
∎ Prepare weekly and monthly quality report, trend data analysis and provide it to management team.
∎ Conducting calibration session with relevant stakeholders.
Additional Requirements:
∎ Age 25 to 40 years
∎ Proven work experience in contact center quality assurance domain
∎ Track record in designing and executing successful quality driven programs
∎ Familiarity with traditional and modern quality assurance methods (mentoring, coaching, workshops, simulations etc)
∎ Excellent communication and leadership skills
∎ Ability to plan, multi-task and manage time effectively
∎ Strong writing and record keeping ability for reports
Salary: Negotiable
Compensation & Other Benefits:
∎ Mobile bill, Provident fund, Weekly 2 holidays, Insurance, Gratuity
∎ Salary Review: Yearly
∎ Festival Bonus: 2
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 17 Jan 2023
Company Information:
∎ 18 Dec 2022
∎ Genex Infosys Limited
∎ Address : Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229
∎ Web : www.genexinfosys.com
∎ Business : Leading IT company trusted by global brands
Category: Customer Support/Call Centre
: Online
