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Fibre Quality Assurance & Training Executive
Digicel
- Port-of-Spain
- Not disclosed
- Permanent full-time
- Updated 27/10/2014
- Rhonda-Lee Thomas
Primary objective of the job: The Quality Assurance & Training Executive is responsible for maintaining the delivery of exceptional "World Class Customer Care" within Digicel Trinidad and Tobago's FTTH call centre, along with the d
Primary objective of the job:
- The Quality Assurance & Training Executive is responsible for maintaining the delivery of exceptional "World Class Customer Care" within Digicel Trinidad and Tobago's FTTH call centre, along with the development and execution of training programmes to new and existing FTTH call centre agents and Team Leaders.
Main Duties and Responsibilities:
- Observes and evaluates Agent calls and evaluates agent's performance to derive agents' performance based objectives.
- Identifies and communicates agents' training needs to the QAT Executive and/or Manager.
- Coaches Agents and hosts & facilitates Calibration Exercises.
- Generates/Posts Weekly Reports based on call observations & evaluations done by Quality Assurance and Training Assistants on agent calls and generates Monthly reports on agent call performance for the entire month.
- Creates training outlines, plans, presentations and programs and prepares training schedules to inform trainees and facilitators of training dates and session durations.
- Ensure all training facilities are ready in preparation for training sessions (administrative duties) and identifies prospective presenters for each module. Informs presenters/facilitators of training dates, times, venues for their modules.
- Prepares training schedules for trainees that details training modules, dates, times & venues and secures training aids (laptop, projector, easel boards, flip chart paper, markers, all other stationery needs etc.) that facilitators require.
- Prepares training site/room to receive trainees (cleanliness, set up etc) and/or assists presenters in preparation of lesson plans, presentation materials and handout and prepares and/or assists presenters in preparing post-module tests and grades post-module tests.
- Effectively conduct training sessions, and assesses Trainees via verbal and written assessments of trainees are completed on a daily basis during all training programs.
Academic qualifications and experience required for job:
- Diploma in HRM or equivalent
- At least 5 CXC's, with some experience working in a customer service environment
- Teaching/Lecturing/Training experience /certification would be an asset
- An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements
Ref: TT171014-FQATE