Summary:
OutPLEX is seeking an experienced, resourceful and energetic Quality & Training specialist who can generate compelling and succinct material to share with trainees who have diverse learning skills. The successful candidate will engage trainees in a dynamic manner, thus ensuring that every voice and digital representative gains the knowledge required to effectively cover customers’ interactions. The ideal candidate also possesses Quality Analysis experience, as he/she will monitor, gauge, coach, and follow up on employees during nesting and the production stages to guarantee their development and success in meeting every standard established by our client.

Essential responsibilities:

• Create training materials, plan, organize and conduct training programs.

• Use a variety of instructional methods to ensure maximum delivery effectiveness.

• Report on progress of employees under guidance during training.

• Oversee production floor employees’ performance and provide actionable plans based on data collected.

• Work closely with Superiors to participate in decisions that guide the direction of the Training and Quality Analysis departments.

• Schedule appropriate classrooms for use and prepare physical setup.

• Continuously improve the Quality Analysis procedures and methods to effectively assist agents in reaching excellence.

• Perform voice, chat and email monitoring to provide feedback and trend data to the management team.

• Participate in client and internal calibration to ensure full alignment in training and quality analysis.

• Coordinate and facilitate call calibration sessions for agent or client.

• Provide feedback and reporting to superiors based on weekly trends.

• Conduct internal calibration to assure program uniformity.

• Prepare and analyze internal and external training and quality reports for management staff review.

Essential skills and experience:

• Excellent oral, written and interpersonal communication skills coupled with a good understanding of the communication pillars.

• Experience in Training and Quality Analysis.

• Knowledge of various teaching and training techniques, as well as a solid understanding of multiple coaching methods.

• Proficient in the utilization of the MS Office package: PowerPoint, Word, and Excel.

• Exceptional analytical skills and keen perception.

• Top-notch organizational skills.

• Ability to handle stress and pressure.

• Strong knowledge of customer care processes and techniques.

• Demonstrated ability to work well in a team environment.

• Dedication to providing exceptional customer service.