Training Design & Delivery- Lead onboarding sessions to welcome and integrate new team members
- Deliver training on communication, negotiation, and process compliance
- Develop tailored learning programs based on performance needs and business goals
- Create and maintain engaging learning materials, guides, and scripts.
Quality Assurance & Coaching
- Design and manage QA processes to evaluate team interactions and compliance
- Monitor and assess call/chat/email quality against established standards
- Provide constructive feedback and individual coaching to improve performance
Content Review & Process Optimization
- Regularly review and refine communication materials and scripts
- Identify training needs and quality trends to propose process improvements"