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Senior Training & Quality Assurance Officer

October 31, 2022 | Customer Service & Support | 1 positions in Phnom Penh

Job responsibilities

  • Train new joiners with products/services/systems/customer service and sale behavior across departments, including call center, retail, and field sales teams.
  • Training/briefing of new products/services launch/update and forward detail by briefing to agents in each related department, including call center, retail, and field sales teams.
  • Cooperate with the superior team to facilitate training sessions.
  • Refresh training to poor performer agents about quality process and procedure.
  • Coach poor performer agents.
  • Responsible for ensuring that set performance targets of the quality assurance to achieve on a regular basis.
  • Branding at school/NEA to supporting on recruitment activities.
  • Mystery shop visitation and evaluation.
  • Provides feedback on improvements to Call Centre/Retail and Field Sales Supervisors/managers.
  • Develop a training program to align with job requirements.
  • Make statistic reports of training.
  • Other tasks assigned by management.

Job requirements

Education:

  • Bachelor’s degree in Business Administration or other related field is required.

Working Experience:

  • Minimum 2 years of working experience in customer services and training.

Other Required Skills:

  • Good communication in English, both written and spoken.
  • Computer skills and proficiency in MS Office such as Word, Powerpoint, and Excel.
  • Exceptional listening and analytical skills.
  • Exceptional presentation and teaching skill
  • Good communication and interpersonal skill
  • Good time management.
  • Customer service talent, friendly, and patient.
  • Excellent attention to detail and accuracy.

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