Report To: Customer Service Manager

Job Objective:

Assistant Manager Training and Quality assurance is a dual role and will be responsible for facilitating trainings sessions, course curriculum development along with developing product training and updating information in regards to the products. This position will also be responsible for quality assurance of the call center and perform QA analyst functions. Data recording, courier follow ups and escalated customer concerns.

Tasks & Talent Profile Details 

Key Responsibilities: 

·         Communicate and Follow up to ensure that customer experience agents and Lead are fully informed of the new information related to products, procedures, and customer needs.

·         Responsible for Monitoring Experience centers agent scores

·         Provide quality feedback and trend analysis for both individual and team

·         Observe and Evaluate calls using standard evaluation form, by auditing calls in progress or recordings and our other social media channels

·         Develop and Conduct trainings as needed

·         Audit Customer Service Knowledge base and educate agents of these changes

·         Provide formal and informal feedback to agents and lead

·         Provide recommendations to Call Centre Manager regarding process improvement to improve quality of service

·         Collaborate with Lead to implement developed quality improvement programs

·         Use customer satisfaction survey tool analyze results and report Agent performance

·         Reporting and maintain reports

·         Any other duties requested by management