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Quality Control Trainer

5.00 to 7.00 Years   Jaipur   12 Jan, 2021
Ess Kay Fincorp Limited
Job LocationJaipur
EducationNot Mentioned
SalaryNot Disclosed
IndustryNBFC ( Non Banking Financial Services )
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Duties, Responsibilities, Skills and Specifications:

  • Coached, motivated and developed representatives for all departments for the entire call centre
  • Successfully managed teams inbound / outbound calling representatives
  • In charge of development and implementation of a customer service department
  • Responsible for updating and adding all product information to an online help system
  • Administered new and ongoing training for all departments in the call centre
  • Identified the need of customer service department and worked to create a training program for the new role.
  • Created employee call monitoring/coaching programs, decrease in error rate and decrease the call time, without comprising call quality and customer support.
  • Implemented customer service and computer training programs for new hires.
  • Developed measurable training objectives related to new hire needs.
  • Facilitated call observation/monitoring program.
  • Provided one-on-one coaching with phone reps as a result or call observation feedback.
  • Outlined employee improvement and growth plans for Contact centre phone representative
  • Collaborated with leadership in product and marketing to develop learning modules and sales tools for use in education sessions to both new and existing agents.
  • Delivered training on the product portfolio, sales approach, sales platforms and phone systems.
  • Maintained active involvement with call centre leadership to monitor phone calls and provide constructive feedback to optimize performance per phone call.
  • Conducted quality call monitoring to provide constructive feedback.
  • Coordinated with multiple levels of the organization to ensure all training needs are being performed and met to a suitable standard in order to achieve goals.
  • Chosen to lead in an initiative to develop a pilot program for a new team with responsibilities to increase placement and retention of product sales. Working from the ground up by assisting in the development of work flows, systems tests and test group feedback.
Education and Experience:
  • Bachelors degree preferred
  • The candidate should have at least 5 to 7 years work experience as a Customer Service Trainer or similar role
  • Experience in sales or customer service positions is a plus
  • Knowledge of Learning Management Software (LMS)
  • Familiarity with interactive learning activities
  • Excellent communication and presentation skills
  • Additional certification in training is a plus
Interested Candidate may drop their CV at Akanksha.kukkadwal@skfin.in ,

Keyskills :
online helpcall qualitytraining needscall monitoringcustomer serviceoutbound callingproduct portfoliotraining programslearning managementinteractive learningconstructive feedbackcomputer trainingsalesteststrainingsoftwareoutboundcoachi

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