Qualifications:
- minimum 2 years call center experience. Experience as a call center/qa trainer is preferred
- must be proficient with microsoft office products (word, powerpoint, and excel)
- strong experience in technical equipment set-up (phones, laptops, projection equipment)
- demonstrated understanding and implementation of quality assurance regulations, standards and guidelines
- clear, articulate, and effective communication skills (both written and verbal), with the ability to explain complex issues
- ability to work well with individuals at all levels of the organization, participants, and key stakeholders, both inside and outside of tsi
essential duties and responsibilities:
- coordinate and monitor training schedules for call center representatives
- communicate all the training programs on a timely basis
- help facilitate, a train the trainer program for client and tsi
- provide feedback to site director, project managers, team leads and representatives
- participate in the design of call monitoring formats and quality standards
- coordinate and facilitate call calibration sessions for call center staff
- coordinate and monitor quality improvement projects
- track employee success and progress
- communicate training needs and conduct training / professional development of call center staff
- reinforce and ensure call center staff receive timely updates about changes to tsi policy and operational procedures
- work collaboratively with peers, call center leadership and corporate headquarters.
Tipo de puesto: tiempo completo
salario: $30,000.00 al mes
beneficios:
- aumentos salariales
- bebidas gratis
- estacionamiento gratuito
- programa de referidos
horario:
- turno de 10 horas
pago complementario:
- bono anual
experiência:
- call center trainer: 2 años (deseable)
idioma:
- +90% ingles (obligatorio)