Quality Assurance Trainer

Job Responsibilities:

• Conduct Orientation for new hires, classes on specified project domain knowledge and other soft skill training, including communication and troubleshooting skills
• Conduct monthly call audits, evaluate and gather feedback from call monitoring to determine the appropriate actions to be taken to ensure standards are kept
• Assist in analysis of training needs through the study of customer feedback, complaints, Team member feedback
• Participate in the review of Standard Operating Procedures (SOPs) and be familiar on the usage of all the various applications used in the call centre
• Develop training curriculum reevant to the project specific which includes all system applications, customer experience training programs and processes
• Develop the necessary examination questions for Team Members evaluation and assess their performance and readiness accordingly
• Deliver training curriculum as guided and required in a fun, interactice and enthusiastic way
• Be 'immersed' into the operational floor to ensure that training is kept relevant and have a good understanding of operational challenges
• Ensure that information relating to the Team Member’s training enrollment, completion, feedback are channeled to the appropriate
• Ensure clear and consistent communication on all matters pertaining to training and operational matters
• Any other responsibilities that may be assigned from time to time

Period:

• Permanent

Location:

• Commonwealth

Working Hours:

• Monday to Friday: 8.30am to 6pm

Salary:

• Up to $3,000 

Job Requirements:

• Diploma or equivalent
• At least 2 years' ‘elevant experience as a Customer Service industries
• Experienced customer service positions or in a contact center environment is highly desired but not a must
• Certification such as WSQ Advanced Certificate in Training and Assessment (ACTA) or WSQ Diploma in Audit and Continuing Education (DACE) is a plus 
• Customer-oriented with good communication, interpersonal and problem solving skill
• A team player and takes initiative to assist Team Members when required
• The preferred candidate must have a positive, fun and enthusiastic personality
• Have impeccable follow-through; and "Can Do" attitude and mindset
• Able to manage and prioritize workload
• Able to work independently with little supervision
• Excellent time management, organizational, communication and motivational skills
• Proficient in the use of Microsoft Office applications such as Microsoft Excel, Word and Powerpoint

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

joanna@successhrc.com.sg (Reg No: R1107386)

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)
1 Sophia Road, Peace Centre,
#06-23/29 Singapore 228149
T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg