About the role
Quality Auditing: Monitor and evaluate a daily sample of CS interactions (Calls, Tickets, Chat) to ensure adherence to quality standards.System Integrity: Verify shipment records and agent updates on our Logistics Management Systems to ensure data accuracy.Error Tracking: Identify operational errors (Fatal vs. Non-Fatal) and provide objective feedback to Team Leaders.Reporting: Assist in creating weekly quality reports using Excel. Training Lifecycle: Conduct induction for new hires and deliver refresher/up-skilling sessions for current staff.LMS Management: Manage the Learning Management System by uploading materials and creating automated exams/quizzes.Reporting: Track training progress and assessment scores.
+2 years of experience as a Quality Inspector/QA, specifically in Customer Service or Call Centers.Proven experience with Logistics Systems or CRM tools (Ability to learn internal software quickly is required)Strong command of Microsoft Excel.High attention to detail and objectivity.+2 years of experience as a Trainer (Experience handling New Hires is a plus). Must hold a valid TOT (Training of Trainers) certificate. Proficiency in Learning Management Systems (LMS) is required.
