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The Corporate Pipeline Group Ltd. - San Jose, CA
posted about 2 months ago
About the position
The Training and Quality Assurance Specialist at The Pipeline Group, Inc. is responsible for overseeing the training and quality assurance processes for remote call center agents. This role focuses on ensuring that agents are equipped with the necessary skills and knowledge to perform effectively while maintaining high standards of service quality. The position involves designing training programs, conducting quality assessments, and providing feedback to enhance team performance and client satisfaction.
Responsibilities
- Design, implement, and update training programs for call center agents.
- Conduct regular quality assessments of agent interactions, including calls, emails, and chats.
- Provide constructive feedback and coaching to agents based on quality assessments.
- Collaborate with management to identify training needs and develop strategies for continuous improvement.
- Maintain detailed records of training sessions, assessments, and agent progress.
- Stay updated with industry best practices and integrate them into training and quality assurance processes.
Requirements
- Excellent verbal and written communication skills in English (Advanced/C1 level).
- Proven experience in training and quality assurance within a call center or BPO environment.
- Strong analytical skills with the ability to evaluate agent performance and identify areas for improvement.
- Proficiency in using call center software and performance monitoring tools.
- Ability to work independently in a remote setting with minimal supervision.
- Technical requirements: Own Laptop or desktop (Core i5 or higher, 8GB RAM), stable internet connection (minimum 10 Mbps download/upload speed).
Benefits
- Fully permanent remote position with flexible working hours.
- Competitive salary with substantial performance-based bonuses.
- Opportunities for professional growth and development within a global team.
- Unlimited PTO Program - take time off when you need it.
