Quality & Training Supervisor

Primary Responsibilities:

• Monitor and evaluate inbound and outbound customer service calls, emails, and chats to ensure compliance with company standards.
• Assess agent performance based on predetermined criteria, including accuracy, professionalism, empathy, and problem-solving.
• Provide actionable feedback to customer service agents and management on areas of improvement and training needs.
• Develop and maintain QA scorecards, reporting results regularly to management.
• To create and update training materials based on QA findings.
• Identify trends in customer interactions, including common complaints or challenges, and recommend improvements to processes or policies.
• Conduct calibration sessions with team leaders and managers to ensure consistency in scoring and feedback across the department.
• Participate in new hire training and coaching to ensure a high standard of service from the start.
• Stay updated on industry best practices and call center trends to continuously enhance the QA process.
• Assist in developing key performance indicators (KPIs) and quality benchmarks to align with business goals.
• Contribute to improving customer satisfaction scores (CSAT), Net Promoter Scores (NPS), and other performance metrics.
• Evaluate the effectiveness of training programs through assessments, feedback, and performance analysis, adjusting as necessary to ensure maximum impact.
• Lead the creation and update of training materials, including manuals, presentations, e-learning modules, and job aids, ensuring content is engaging, relevant, and aligned with business objectives.
• Facilitate training sessions, workshops, and one-on-one coaching to enhance agent performance, ensuring learning retention and practical application.
• Stay up-to-date with industry trends and incorporate best practices into training programs to improve the customer experience and drive continuous learning.
• Design, develop, and deliver comprehensive training programs for new hires, as well as ongoing training for current employees, including customer service, product knowledge, system usage, and soft skills.
• Track training progress and generate reports for senior management, highlighting successes, challenges, and recommendations for future training strategies.
• Assist in the onboarding process, ensuring that new employees are well-integrated into the team and prepared for their roles.