QA & Trainer

Operations

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Full-Time

We’re looking for a QA & Trainer, Customer Operations to join the Setel KL team. We are obsessed about delivering a seamless and frictionless retail experience for our customers. We strongly believe that we can only deliver these amazing experiences for our customers and merchants when we drive a work culture which inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you’re ready to be part of Setel.

As a QA & Trainer, you will be providing a top notch customer service which in return will increase customer satisfaction based on cycle of data collection, analysis, training, and improvement.

In This Role You Will:

Deep understanding of contact centre QA best practices (with call/chat/email/text monitoring, calibrations, scoring).
Trains all Customer Support Agents for chats, emails and outbound calls for Survey.
Proven success increasing individual and team performance within a contact center setting.
Ensure CSAT drivers are understood and drive the team to achieve it.
Proactively identifies and proposes QA program improvements as appropriate.
Ensures the team perform data analysis to understand trends and identify critical improvement points, using information from monitoring and other metrics (Write Offs, NPS, CSAT, First Touch Resolution, etc.).
Prepares and analyses internal and external quality reports for management staff review.
Participates in Weekly Operation Meeting and Operational reviews.
Provide reports and analysis to management detailing the QA programs global performance.
Conduct quality monitoring tasks: agent listening and scoring, calibration, insight for performance feedback.
Identify problem areas doing root cause analysis, work on improvements (process and people) and provide feedback and actionable data.

You’re a great fit if you have:

Bachelor’s Degree in Business or related field or combined work experience and education.
2-4 years management experience required either as a manager, teal leader, or indirectly leading outsource delivery centre QA teams.
2-3 years of progressive experience in the field of quality assurance, quality management or training development and delivery in a contact centre environment.
Previous coaching and training experience.
Deep understanding of contact centre QA best practices (with call/chat/email/text monitoring, calibrations, scoring).
Proven success increasing individual and team performance within a contact centre setting.
Previous QA experience on inbound voice, outbound voice, chat, email, and offline activities is a plus.
Experience designing quality monitoring scorecards across channels.
Well verse with Zendesk or any other CRM tool to manage knowledge base.

Additional requirements: