Training & Quality Assurance - TQA

Salary undisclosed

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Qualifications:

Fluent in Mandarin and English in written and oral.
Minimum of 2 years of experience in customer service, training, or quality assurance within the banking or financial services industry.
Experience in any position that requires interacting with customers, experienced in contact centre environment will be an added value
Strong analytical and problem-solving skills, with the ability to use data to drive improvements.
Proficiency in using contact centre technology, CRM systems, and Microsoft Office Suite (Excel, Word, PowerPoint).

Soft Skills:

Financial Services industry savvy
Excellent time management: ability to multitask while solving issue and effectively communicating with client and agents

· Take ownership · Critical and logical thinking outside the box; applies common sense

Ability to quickly diagnose problems and provide options, while having control over the interaction
Demonstrate desire to help and solutionsmindset, investigates and takes action to meet the needs of Anext

Adaptable learner: self-driven to learn new applications, technologies, skills and absorb knowledge effectively on the job, open to feedback and flexible to change
Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis
Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty
Ability to handle/diffuse difficult or irate agents effectively, set expectations and deliver information in a positive way
Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations.
Takes responsibility for their actions and is receptive to constructive feedback
Makes effective decisions within their authority
Analytical problem-solving skills; linear and logical thinking
“Walk the talk” leadership style and proven coaching skills
Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams
Proven team collaboration, both internal and with Anext
Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices

Experience, Education, Certification:

Experience in training delivery, proven facilitation skills both in person and remotely
Contact Center experience (required)
Experience with SME banking products and systems (preferred)
Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics

Responsibilities:

1. Training

Facilitate a new hire class during pre-process and process training
Facilitate necessary or required annual upskilling or refreshers with existing resources
Create and facilitate knowledge tests with existing Specialists and Support group in Operations
Complete all training requirements based on the program’s specifications
Coach new hire Specialists on their overall training and nesting performance
Conduct mock scenarios on all channels available
Govern the nesting process and complete deliverables on time
Assess new hire performance during Nesting and mitigate with appropriate actions when necessary
Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance
Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum
Assist in creating and developing training materials when necessary
Follow all steps of BEST T&D