Quality & Training Supervisor

Amway Costa Rica


Date: 2 weeks ago
City: Petaling Jaya
Contract type: Full time
Primary Responsibilities

  • Monitor and evaluate inbound and outbound customer service calls, emails, and chats to ensure compliance with company standards.
  • Assess agent performance based on predetermined criteria, including accuracy, professionalism, empathy, and problem-solving.
  • Provide actionable feedback to customer service agents and management on areas of improvement and training needs.
  • Develop and maintain QA scorecards, reporting results regularly to management.
  • To create and update training materials based on QA findings.
  • Identify trends in customer interactions, including common complaints or challenges, and recommend improvements to processes or policies.
  • Conduct calibration sessions with team leaders and managers to ensure consistency in scoring and feedback across the department.
  • Participate in new hire training and coaching to ensure a high standard of service from the start.
  • Stay updated on industry best practices and call center trends to continuously enhance the QA process.
  • Assist in developing key performance indicators (KPIs) and quality benchmarks to align with business goals.
  • Contribute to improving customer satisfaction scores (CSAT), Net Promoter Scores (NPS), and other performance metrics.
  • Evaluate the effectiveness of training programs through assessments, feedback, and performance analysis, adjusting as necessary to ensure maximum impact.
  • Lead the creation and update of training materials, including manuals, presentations, e-learning modules, and job aids, ensuring content is engaging, relevant, and aligned with business objectives.
  • Facilitate training sessions, workshops, and one-on-one coaching to enhance agent performance, ensuring learning retention and practical application.
  • Stay up-to-date with industry trends and incorporate best practices into training programs to improve the customer experience and drive continuous learning.
  • Design, develop, and deliver comprehensive training programs for new hires, as well as ongoing training for current employees, including customer service, product knowledge, system usage, and soft skills.
  • Track training progress and generate reports for senior management, highlighting successes, challenges, and recommendations for future training strategies.
  • Assist in the onboarding process, ensuring that new employees are well-integrated into the team and prepared for their roles.

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