Call Center Quality and Training Analyst

VACANCY ANNOUNCEMENT

Rolling Plans Pvt. Ltd. is the leading Management Consulting Firm operating since 2004 and specialist in Business Process Outsourcing (BPO) and Contact Center Management. As a part of our ongoing expansion, the company is hiring highly motivated personnel for Rolling Contact Center, for the following positon:

Call Center Quality and Training Analyst- 1

Job purpose

The purpose of this position is to provide quality and training assistance for the successful implementation of quality service with more knowledge and skills on leading a service & product knowledge, communication and skill development and team work to perform a professional duties and state management functions.

Duties and Responsibilities

• Develop a need assessment process and create an instructional design process with appropriate delivery methods and post-training evaluation
• Recommend solutions for performance issues and potential areas of training
• Conduct training need assessments and oversee the training function
• Manage, lead, motivate and develop training team members
• Resolve and respond to training issues and questions from management team and employees on the application and interpretation of processes, company policies and current legislation
• Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered
• Producing training material for in-house programs
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with immediate supervisors
• Develop and maintain up to date training and development plans for contact center
• Creating time line and work plan for each training event
• Document performance report and worksheet of the all personnel
• Ensure compliance of corporate standards and procedures in training sessions
• Conduct a series of training sessions as assigned by the management team
• Research, write, organize and present a variety of training sessions
• Constantly study, revise and re-write any material related to the area of responsibility outlined
• Design and apply assessment tools to measure training effectiveness
• Evaluate and make recommendations on training material and methodology
• Listen to calls in three ways: Recorded, live and side by side while communicating feedback to encourage good ones and discourage the bad ones
• Work in a continuous process of evaluating calls and providing feedbacks enhancing the quality of the calls
• Identify calls failing to meet predefined standards and get the root cause of why
• Make informed decisions to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce, scheduling or perhaps alert other areas of organization that are having an impact
• Measure compliance against established expectations of agent behavior
• To assess agent performance/ behavior in call center and to coach and counsel agents to modify their performance/ behavior to facilitate a high level of customer service
• Check in agent attrition rate
• Perform raw data collection and analysis
• Measure and evaluate the effectiveness of corporate processes, procedures and outcomes as they relate to customer service in a complete accurate and timely manner
• Contribute to continuous improvement activities
• Escalate issues as appropriate
• Look after agent performance and their motivation

Job Specification

• Bachelor’s degree or running from reputed university
• Should be hardworking, respectful and tactful with all stakeholders, superiors and peers
• High levels of computer literacy including quantitative/analytical skills and advanced proficiency with MS Excel
• Ability to do data analysis
• Able to do multi-tasking, maintain confidentiality and finish the assigned work within the deadline
• Needs to have pleasant personality and should be able to communicate things properly
• 2 year of experience in the similar field

To Apply: The application should be completed & submitted through the Electronic Recruitment Application (ERA) www.rollingplans.com.np/Rolling-Plans-Pvt.-Ltd . and should include a cover letter along with a targeted resume which demonstrates the requirements of the job position. The application needs to be received latest by September 18, 2018 before NPT 17:00 hrs.

Only shortlisted candidates will be contacted for further selection process(es).