Project Manager overseeing development and QA teams at Stefanini, ensuring deliverables and quality in projects.
About the role
- Training and Quality Assurance Specialist focused on empowering call center agents and ensuring standards. Collaborating with QA Departments to continuously enhance training modules and agent performance.
Responsibilities
- Ensuring that new call center agents have a clear understanding of the company's values and customer service standards, as well as brand procedures and system protocols.
- Staying updated on product and service offerings to provide accurate and up-to-date information during training sessions.
- Developing training modules focused on system and product knowledge, selling skills, customer handling techniques, and problem-solving skills, and deliver these to the call center vendor partners for constant training reinforcement.
- Monitoring the performance of call center agents through call monitoring, quality assurance scorecards, and others during the training period and beyond.
- Designing and developing materials, programs, curriculum, and course-level content to support online or on-site training that will facilitate structured course requirements through classroom and self-learning options.
- Collaborating with the partner’s QA Departments to align on QA Metrics and goals, as well as agent QA performance.
Requirements
- Minimum 5 years of experience in developing and delivering training programs, preferably in a call center environment.
- Experience in home services, selling, and contact centers a plus.
- Strong skills in selling, customer service, presentation, facilitation, and training delivery.
- Ability to work independently and collaboratively, manage multiple projects, and complete the full training cycle.
- Proficiency in training methodologies (adult learning, instructional design), e-learning software, and technical writing.
- Excellent communication, analytical, and problem-solving skills.
- Sense of humor.
Benefits
- Equity and annual bonus opportunities
- Paid time off
- Paid holidays
- Recess breaks
- wellness programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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