Job Responsibilities
- Analyze the call monitoring results and organize the needed refresher trainings.
- Plan and develop the needed training delivery schedules for customer care teams from time to time when deemed necessary (including based by QA findings).
- Create, update, customize training materials and assessment as needed.
- Evaluate the effectiveness of trainings delivered, and enhance the programs accordingly.
- Document and report the progress of training and produce value-added reporting to relevant departments.
- Work with relevant team leads to build/clean-up process and SOPs when needed.
Job Requirements
- Candidate must possess at least Diploma/Degree in any field.
- Min 1 years of working experience in a training role in a contact center environment.
- Able to read and write in traditional Mandarin.
- Experience in support HK market will be added advantages.
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