Quality and Training Lead

Responsibilities:

• To develop tailored programs to improve performance, experience, quality, complaint handling, and retention using advanced training techniques and coaching methods.
• Responsible for digital and e-service team development, to create and design excellent online interaction and great customer experience training materials.
• To teach training and coaching methods "TOT" and skills to the coaches and team managers.
• To provide offline training, training side-by-side methodology, in-person workshops, and e-learning materials to support a variety of organizational initiatives and business needs.
• To develop and support initiatives that increase employee engagement and development outside of the traditional training environment.
• Responsible for creating a quality assurance process for all functions across the contact center.
• Create a quality scorecard and a scoring process to identify call, knowledge, and training gaps.