training and Quality SupervisorAloware

Aloware is a modern contact center solution built to triple performance with unlimited calling, texting, and automation features. We are currently in search of a Training & QA Supervisor with a strong background in sales and experience in the VoIP / contact center software industry.
He/She will determine the training needs of the sales department, develop and administer programs to meet those needs. The Training & QA Supervisor will also direct and coordinate quality initiatives to ensure stakeholders and customer satisfaction with sales-driven results, and warranty that performance standards are met with optimum efficiency.
Responsibilities:
- Listen to agents' calls to make sure that they are following the approved call script and guidelines.
- Monitor agent sequences to make sure that they going out on schedule
- Identify rooms for improvement and training opportunities of the agents
- Develop, implement, and evaluate quality programs and training modules, lesson plans and training outlines.
- Reports current trends and makes recommendations for improvement through coaching and/or training.
- Ensures Quality Department procedures, standards, documentation, and reporting are maintained, updated, and in compliance with quality performance standards.
- Confers with personnel to provide technical advice and to resolve problems.
- Develops new training courses associated with the introduction of new products and services with supervision.
- Prepare reports for management, clients, or others as needed.
Job Requirements:
- 2+ years of coaching/mentorship experience
- Quality Assurance and/or SME background
- Proven sales and/or account management experience
- B2B background with deep understanding in Sales and Customer Support Methodologies
- Work experience from a SaaS company is an advantage
- Bachelor's Degree in related field from a four-year college or university preferred
- Effective communication skills, both written and verbal
- Ability to multi-task and meet timelines on deliverables
- Project/process management experience is a plus
- Detail-oriented
TO APPLY: Please forward most recent resume.
Aloware

Manila City, Metro Manila
US$800-1,000 per month
Permanent
Full-time