CSR Trainer

Location: BGC, Taguig City

Work Set up: Working in Office

Job Description

Design new hire training, cross-skilling, and refresher programs

Create training plans aligned to bank SOPs, Adult learning principles

Facilitate Virtual & Onsite training

Scenario-based and case-based training

Knowledge checks and certification assessment

Responsible for all Qualitative Metrics (Quality Scores, Complaince scores & Repeat errors)

Weekly/Monthly/Quarterly reviews with management

Call Auditing, Call monitoring, Call calibration.

Provide coaching and mentoring to new and existing team members on an on-going basis.

Ensure that team members are adhering to call quality standards and practices by conducting regular call monitoring checks

Ensure that the team is adhering to the prescribed quality parameters

To actively participate in providing feedback (positive and negative)

Conduct team briefings ...