ROLE : Quality Analyst cum Trainer
Rotational shifts
Role & Responsibilities:
I. Trainer
• Under the guidance of the class Trainer and supervision of the local Training Manager, the
Program Ready Trainer will facilitate the training of classes as required
• Apply effective presentation and facilitation skills including creative training techniques and
adult/accelerated learning techniques using a variety of training delivery modalities in a classroom
environment
• Present training materials through classroom learning, hands on demonstrations, and supporting
activities for technical, customer service, and sales accounts
• Assist in evaluating the performance of associates using tools available such as assessments,
playbook observations, etc. to the Trainer and Training Manager
• Convey timely performance information to the Trainer and Training Manager throughout the
training process/cycle
• Responsible for achieving individual training performance metrics
• Support the transition of trainees from training to production environment, ensuring competency
levels meet business needs
• Maintain current product knowledge for each account by taking calls, attending team meetings,
and side by side observations
• Participate in Concentrix and client training sessions as required
• Ensure effective, consistent communication with managers, peers, and other resource groups,
including day-to-day informal interaction with clients.
• Assist and participate in a positive learning culture under the guidance of the Training Manager to
include identifying and communicating areas for curriculum development/enhancement
opportunities
II. Sr. Quality Evaluator
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other
contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,
Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations,
Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine
process control and efficiencies) designed to improve overall contact quality and recommend
changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or
program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations,
Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number
of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including
Training) that drive Balanced Scorecards and count profitability goals
Generic & Behavioral Skills
- At least 1 year experience in training facilitation and quality evaluation
- Strong Communication Skills
• Must possess good English communication skills
• Will communicate with Clients, Operations Manager, DPE, Supervisors and Support staff in
English
• Liaise with client partners on a regular basis
- Bachelor’s Degree in related field from a four-year college or university with three to five years
of relevant experience preferred
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Demonstrated ability to multi-task and meet timelines on deliverables
- Self-starter, sense of urgency, and works well under pressure