· Giving daily coaching to agents for any mistakes found (if required) from QA results
· Plan, organize and conduct training programs, seminars and conferences for Customer
· Service Representatives from QA results
· Collect the feedback and follow the improvement fields of agents after each training session.
· Write material for new training programs; reviews, evaluates and modifies existing and proposed programs and recommends appropriate changes.
· Conduct quality monitors and assist with new hire feedback.
· Administer and evaluates training program qualification tests and determines eligibility of prospective attendees.
· Prepare and distribute training aids such as instructional material, handouts, evaluation forms and visual aids; set up audiovisual equipment and make presentations when necessary.
· Schedule the appropriate classroom and prepares the physical setup.
· Conduct skills, technical, management and staff development training courses.
· Evaluate needs and develop new training materials and/or revises current material utilizing corporate standards to ensure the branch’s training needs are met.
· May be required to assist management with floor support as needed.
· Keep all proprietary information of company and provided accounts confidential.