Build and manage proper development quality processes in CX Ops (include learning management system, Help center content, chatbot content development, training process to build good product knowledge to handle customers, manage people development process align with HR Team).
Responsibilities:
- Evaluate whether products and services align with established quality standards, and provide insights both in services and business process improvement
- Support individual and team development, career development, and training and experience-based contact center learning
- Accountable for achieving individual training performance metrics
- Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
- Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
- Recommend curriculum modifications to Quality Performance Leads on the basis of internal customer feedback and/or Training Needs Analysis
- Build, create, and manage contents of Help center articles along with Business Unit Team, and Product Team
- Experiences as Trainer or Learning and Development Specialist assist digital contact center all channels (call/chat/email/KYC process) & Walk In agents
- Familiar with TNA, Syllabus, training tools, & learning management system
- Ability to create, build, and manage Help Center content based on business writing skill
- Analytical thinking and creating report from insights CSAT, and Help Center feedbacks articles
- Industry expertise to understand skills and competencies for creating training materials, soft skills and product knowledge
- Collaborative skills with Quality Assurance Team, Innovation Team, and Performance Insights team to provide good initiative both Services and Business Process Improvement
- Good verbal and written communication skills in Bahasa Indonesia and English
