Job Description

The Trainer and Quality Analyst will be accountable for the strategic support, execution, and communication of training initiatives and processes within the company. You will be required to rate all customer interactions with our team members against our quality guidelines. You will analyze your observations and feedback to team members and managers for performance recommendations, and process improvements, all aimed at improving our customer experience and satisfaction.

Job Title: Trainer and Quality Analyst
Job Type: Full-time
Supervisor/Manager: Training and QA Team Leader

Main Duties and Responsibilities

• Set and keep maintain a training calendar schedule to achieve operational requirements for new hires and refresher training.
• Ensure process compliance across operations and facilitate the rollout of new processes.
• Review training plans and materials and align them to business needs.
• Maintain Wiki/Moodle with updated processes and procedures.
• Conduct a monthly Training needs analysis of current employees.
• To review customer feedback through the NPS survey to ensure customer satisfaction.
• Deploy customer surveys at the defined frequency to identify training needs and ensure customer satisfaction.
• Review the FCR report to identify further training needs.
• Prepare, develop, and conduct refresher training in accordance with the TNA and operational needs.
• Facilitate soft skills training (Voice coach, call handling, customer experience, etc.).
• Monitor and observe all customer interactions including but not limited to inbound, outbound, email, and live chat interactions to ensure we meet quality standards and expectations.
• Monitor all online interactions whether direct or indirect and provide recommendations to improve our online presence.
• Conducts a set number of test calls for the analyses of product and process knowledge.
• Monitor data integrity of application processing to minimize the negative impact on customers.
• Provides coaching and constructive feedback for the continual development and improvement of staff knowledge, skills, quality/customer experience, and performance for all staff.
• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; recommendations for developing new models; implementing changes.
• Maintains knowledge and understanding of products and processes by participating in workshop training, and refresher sessions.
• Analyze and report on staff performance trends and the customer satisfaction ratings/feedback, providing data-driven information that can be used to identify areas in need of improvement in design, training, compliance, and operations.
• Facilitates the introduction of new products, processes, and procedures to all staff and ensures compliance with service agreements.
• Provides evidence of Voice Recording when requests are being asked for legal matters.
• Contributes to team effort by accomplishing related results as needed.
• Participates in regular calibration sessions to ensure quality guidelines are being met.
• Processes the requests by verifying, supplying, and or transcribing call recordings for staff.
• Avoids legal challenges of monitoring compliance with service agreements.
• Doing administrative work as needed.

Qualifications

• Completed at least 2 years in college.
• Experienced in Quality Analyst and, delivering training courses.
• Experience in the Electricity and Gas industry is an advantage but not required.
• Strong interpersonal and presentation skills.
• Strong organization and project management skills.
• Dynamic and able to adapt to changes.
• Hands-on and able to work across diverse cultures.
• Proven time management skills with the ability to multi-task.
• Strong attention to detail with a high level of accuracy.
• Proficient in Microsoft Office Products.
• Excellent verbal and written communication skills.
• Must be willing to work onsite in Muñoz, Quezon City.