Full Time Trainer
Full Time Trainer
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Job Description
Job Description:
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Performing regular transaction monitoring and calibration sessions as agreed.
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Supporting TLs in setting improvement programs and action plans for CSRs.
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Working with TLs to ensure up-to-date and accurate information is online and in a user friendly format for users.
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Reporting quality scoring internally/externally at agreed frequencies (upon requests).
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Escalating quality deficiencies to Training & Quality Manager.
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Escalating when there are questions on product or online content.
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Attending internal local meeting (staff or with other departments).
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Keeping high level of own expertise taking initiative to understand.
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Gathering up-to-date information and integrating feedback into the best practices.
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Handle escalations
- Collecting product information from the client TQM client services etc.
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Spreading product knowledge to operations.
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Updating existing procedures.
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Participating to creation of new procedures routines etc...
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Updating knowledge management database.
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Testing procedure in production and suggest enhancement.
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Collecting and assessing feedback and taking actions accordingly.
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Analysing the usage of Knowledge Management database and taking actions accordingly. Reviewing and updating online course content.
Employment Type
Full-time
