customer service training and Quality Specialist (bpo / shared services)Lalamove

Requirements:
Prepare training materials, presentations depending on the topics needed for Product Specifics training or upskill sessions.
Create efficient training agenda.
Create pre and post training assessments, conduct root cause and gap analysis based on opportunities, challenges and training surveys and come up with needed upskill training based on findings.
Create reports for training highlights and lowlights, progress and nesting productivity.
Ensure all training materials are 100% up to date.
Conduct regular process cascades and refreshers depending on the business needs.
Establish scorecards for training, parameters for endorsement to operations and progression for failing trainees.
And other support related tasks to improve CS daily operations.
What you'll need:
Has experience in training voice, chat and email channels for at least a year.
Has experience in logistics, retail, or e-commerce industries
Has experience with start-up environment (Preferred)
Should be able to report on site depending on the advice of the management despite of the situation with Covid-19 as part of business needs.
Work from home ready (Just in case)
Lalamove

Manila City, Metro Manila
Permanent
Full-time