Training & Quality Assurance Supervisor/Officer (Aconnect Contact Center)

หน้าที่และความรับผิดชอบ

• • Conducts the full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training, and product training. Audience is comprised of employees and supervisors either in a group classroom setting, online through an e-learning. • Carrying out training needs analysis. • Applies highly specialist knowledge and skills in providing professional advice and support to a range of training and development program. • Monitors and evaluate quality of inbound/outbound calls, non phone, and web chat of customer contacts. • Provides feedback to call center supervisor and managers. • Coordinates and facilitates call calibration sessions, QA standard sessions for Call Center Operation in order to acknowledge in the same standard. • Designing course materials and other documents such as handout, manuals and exercises included organizing and marketing course to meet the needs of learners and demand of business. • Preparing the learning environment and resources, including setting up equipment. • Reviews and updates policy and procedure manuals. • Monitoring and evaluating the effectiveness of the training and course outcomes. • Liaise with Training Manager where necessary to arrange training courses. • Liaising with other bodies, such as external course providers and employees. • Develop, implement, communicate, and maintain a company-wide quality control system, quality manuals, processes, procedures, and policies for ISO 9001 certification and /or other quality standards. • Evaluate information to determine compliance with certification standards. • Devise and maintain document and record control procedures. • Other tasks as assigned.

คุณสมบัติ

คุณสมบัติด้านความรู้และความสามารถ

• • Bachelor Degree in any field • 2 years experience of Training, preferably in a call center or customer service organization. • Have background in ISO9001:2015 or ISO9001:2008 and training program design experience will be advantage. • Advanced presentation, interpersonal, time management, and organizational skills. • Computer literacy (MS Office applications e.g., Word, Excel, and PowerPoint) • Strong written and verbal communication skills required. • Good command of English • Hard working, positive thinking, team player and honest. • Ability to work both independently and in a team environment. สถานที่ปฏิบัติงาน อาคาร SV City ถ.พระราม 3 โทร.02-6573999 ต่อ 1200-1204 ฝ่ายทรัพยากรบุคคล

สวัสดิการ

• ประกันชีวิต
• ประกันสุขภาพ
• ประกันสังคม
• ตามข้อตกลงของบริษัท
• เงินโบนัสตามผลงาน
• สิทธิการเบิกค่าทันตกรรม

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