[ref. m85900216] Quezon City - Training and Quality Specialist

Job Description

RESPONSIBILITIES:

Key Functions:

Develop technical training strategy for Service Desk/Support Center personnel.

Establish training criteria and grading scales.

Document and maintain industry standards for technical training.

Facilitates and conducts instructor-led, face-to-face and online/virtual training classes.

Create training documentation, such as job aides, handouts, presentations, LMS and Web Training pages, videos, WBT Courses based.

Develops curriculum and utilizes training needs analysis and instructional design for different training needs. (Project, Third Party, Up-skill etc.)

Provide Service Desk/Support Center management with performance-based training evaluations.

Shared responsibility for research of the content on the Knowledge Management tool. This is the sole source of information that the Service Desk/Support Center Specialists and management, utilize to help internal Client's Customers (retail and backstage personnel).

Follows up with New-Hires on a weekly and monthly basis and provide recommendations to the Managers and Supervisors on the status of the New-Hires. This includes verifying ticket accuracy, proper call resolution, following PCI Compliance, etc.

Reviews and evaluates customer contact/interaction information from the monitoring tools and grades customer contact/interactions on the SD Customer contact/interaction Quality Guidelines.

Produce training reports on a weekly, monthly, and quarterly basis. Reports will be designed and created according to the needs of the requestor.

Responsibility for Quality auditing of Service Desk/Support Center ticket/documentations, to check for thoroughness of documentation and correct escalation as needed.

Serve as second level resource (SME) for the Service Desk/Support Center Representatives for the more difficult questions and problems.

Assist with the learning experience of the Service Desk/Support Center Representative through conducting training, Call Calibration and producing training materials.

Flexibility with schedule to ensure availability meetings, and any special project.

Involved in the recruitment process Service Desk/Support Center Representative.

Performs other work duties as assigned.

Experience required (in terms of # of years of experience needed):

1. 2 years of Call Center experience, required.
2. 2 years in a leadership role, preferred.

1. 2 years of experience with Call monitoring system, CISCO Finesse, Calabrio and ServiceNow ITSM, preferred.