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Trainer / Quality Assurance Executive ( Call Center )

We are looking for an energetic & technical individual for our international Call Center who ensures that call center employees handle their calls in accordance with the required rules and scripting parameters.

We would require the individual to do training sessions as well.

Responsibilities

Responsible for end to end Quality Assurance Planning, Training Planning, and execution of the plan(s) of entire projects.
Work closely with the VP, Manager Operations to anticipate training need assessments, client requirements, and commencement of the plans without a fail.
Responsible for the entire planning of resource utilization, tuning up the KPIs of QA/Training to meet client requirements.
Have good skills to train and motivate the trainees and good assessment on the utilization of the staff.
Provide reports on call center performance for the operations team and Managers.
Provide employees with training and coaching to help them improve their skills.
Track the performance of employees to identify trends and make sure they meet sales and performance goals.
Make sure call center employees provide complete and accurate information to callers.
Resolve call scoring disputes, questions, and inquiries. Escalate situations as necessary.
Assist with the preparation and execution of weekly call review and calibration sessions with Operations staff.
Note: We require a candidate who had experience of international campaigns rather than a local campaign.

Skills

Policies Implementing Quality Control Quality Improvement

Job Details

Industry:

Call Center

Functional Area:

Quality Assurance (QA)

Total Positions:

1 Post

Job Shift:

Third Shift (Night)

Job Type:

Full Time/Permanent

Job Location:

Lahore, Pakistan

Gender:

No Preference

Age:

25 - 40 Years

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Experience:

1 Year - 3 Years

Apply Before:

Jul 20, 2020

Posting Date:

Jun 19, 2020

Telus

Call Center · 11-50 employees - Lahore

Telus Group is a Call Center company providing Sales and customer services for USA , UK and Canada previously working in India and now started operations pakistan