training and Quality Assurance Analyst - australian accountSales Rain BPO Inc

Scope of the Role
The Quality Assurance Analyst role is all about enhancing our team's success. This means crafting and delivering training, coaching, and feedback for both new and experienced members. Working closely with the Trainer, Reservations Supervisors, Operations Manager and Chief Commercia Officer in Learning and Development. Primarily, the Quality Assurance Analyst strengthens both CLLIX Apartments and Hotels and Sales Rain BPO Inc. teams, specializing in Quality Assurance (QA) forms, initiatives, and coaching. Additionally, this role plays a key part in finding ways to improve our KPIs (Key Performance Indicators). While QA is the focus, the Quality Assurance Analyst might also assist with handling Phone, Email, and Chat interactions.
In essence, this role ensures our team is performing at their best across various channels.Main Duties and Responsibilities
The duties and responsibilities are detailed but not limited to:
Key Operations:
Provide coaching and constructive feedback to drive continuous improvement.
Ensure adherence to QA forms and guidelines for consistency.
Develop and facilitate training for new and experienced team members.
Craft initiatives to enhance team performance, customer satisfaction, and efficiency.
Assess team performance against metrics, identifying areas for growth.
Collaborate on learning programs, aligned with organizational goals.
Analyse QA data to optimize Key Performance Indicators (KPIs).
Collaborate with leadership for insights and improvements.
Handle phone, email, and chat interactions for consistent service.
Stay updated on QA best practices and industry trends.
Maintain accurate records of assessments and feedback.
Identify sales process challenges and propose solutions.
Collaborate to enhance training materials, Learning Management System, and delivery timelines effectively.
Ensure the Knowledge base and Standard Operating Procedures are updated.
Enable new hires through efficient onboarding.
Provide ongoing coaching to maximize team skills.
Utilize diverse QA techniques for comprehensive quality enhancement.
Analyse needs and design training initiatives.
Evaluate program effectiveness for continuous improvement.
Offer precise QA data aligned with stipulated standards.
Support team expansion and growth initiatives.
Enhance key success metrics associated with training goals.
Review compliance and assess quality issues.
Collaborate with teams to improve quality performance.
Align quality measures through calibration.
Address service quality deficiencies based on feedback.
Utilize data analysis tools to identify trends affecting quality.
Provide structured recommendations for improvement.
Core Skills:
Minimum of 1-year experience in Quality Assurance-focused training and/or adult
learning programs.
Exceptional proficiency in English communication.
Demonstrated success in guiding individuals to achieve measurable improvements
within defined quality assurance parameters and timeframes.
Strong facilitation skills, capable of engaging both large and small teams with impactful
delivery.
Effective coaching ability, coupled with skilful training delivery.
Experience in designing QA programs and crafting associated materials.
Innate passion for personal growth, actively seeking out the latest trends and
methodologies in adult learning.
Proven capability to collaborate and establish partnerships across all organizational
levels: team members, leaders, and Executives.
Skilful data interpretation, presenting vital metrics that demonstrate Return on
Investment (ROI).
Proficiency in using database applications like MS Office (Excel, Outlook, PowerPoint) or the ability to rapidly adapt to new technology.
Call centre background with hands-on experience.
Communication:
1. Ensure that communication with customers, employees and others is honest, open and professional.
2. Communication with Hotel Managers and Head Office departments on a regular basis as appropriate.
3. Foster a harmonious relationship between properties, the Central Reservations Office, Head Office, and Property Teams.
4. Notify the Operations Manager, Revenue Manager, Chief Commercial Officer of any
issues immediately as they arise and provide appropriate solutions.
Technical Skills:
• Proficient in computer applications, with advanced MS Excel skills.
• Familiarity with Hotel Property Management Systems.
• Prior experience with Revenue Management systems is beneficial but not essential.
• Experience with RMS 9+ Cloud is beneficial but not essential.
Summary of role requirements:
Looking for candidates available to work on weekdays
1 year of relevant work experience required for this role
Working rights required for this role