Training & Quality Assurance Lead

Job Description

Title: Training & Quality Assurance Lead

Company Name: Asiatic Marketing Communications Limited

Vacancy: 1

Age: Na

Job Location: Dhaka (Banani)

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Advertising Agency, Call Center

• Bachelor/Honors

• 1 to 3 years
• The applicants should have experience in the following business area(s): Advertising Agency, Call Center

• 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 training 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; and 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; and participating in professional organizations.   
• Enriches department and organization reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.   
• Working in the Non-voice Quality team, coaching and monitoring them to achieve targeted KPIs and ensure proper service.  
• Audit inbound and outbound non-voice replies.   
• Improve the service quality score by proper auditing, training and monitoring.  
• Train up the agents of the contact center regarding service quality, communication skills, behavioral skills and writing skills.
• Research and design the audit formats and quality standards of Contact Center (Inbound & Outbound), Non-voice ((Facebook, Instagram, YouTube, Google Play Store, App Store, Twitter, etc.).    
• Create the Service Guideline for the agents to guide the customer properly.     
• Prepare weekly and monthly quality reports, and trend data analysis and provide it to management team.
• Conducting calibration sessions with relevant stakeholders.