大连招聘

职位概要

质量控制/培训师主要责任包括两个方面；负责帮助客服运作培训和质量保证。

作为一个培训师，需要对每个受支持的客户提供终端技术，及其应用和客户服务技巧的发展举措，主要对象是帮助客服分析师；作为质量保证分析师，将执行质量保证培训的帮助客服分析师群体质量保证和修复。

主要职责
训练准备

?不断评估客服的培训需求，内容如下：
?持续培训：定期评估管理技能，每月对HDAS所需技能的熟练程度进行评估
?进行新应用培训：及时应对客户端系统即将发生的变化（变更管理流程）
?根据上述评估编写培训计划和培训材料

?在不影响正常运营的情况下，与客服经理协调编制培训时间表

提供培训

?针对现有的和新聘请HDAs进行培训

?客户端应用程序和过程（如：升级程序，故障排除脚本等）

?C3I系统客服流程和技术（如Horizon等）

每月评估

?每个月进行一次全面的技能评估
?向Ops团队汇报目前的结果，并根据要求提出治理建议

质量保证活动

?根据需要执行质量保证评估
?根据评估为基础及时提供质量保证,治理HDAs
?监控客服分析员培训后的进度并进行治理
?以事实数据为基础提供团体及个人表现的反馈（培训评估和/或质量保证结果）

工作要求
技巧
?具有广泛的知识和标准的软件，包括实际理解：Windows操作系统，微软的Excel，Microsoft PowerPoint中，Lotus Notes等
?优秀的表达和组织能力
?出色的口头和书面沟通能力
?定量和定性分析技巧

教育
?学士学位或在计算机专业，教育同等经验，或人力资源或相关专业

经验
?具有至少1-2年管理技术的客户服务环境的经验
?具有呼叫中心工作经验并会使用呼叫跟踪工具者优先采用

Job Summary
The QA/Trainer is responsible for two essential aspects of Help Desk operational quality:
Training and quality assurance.
As a trainer, he/she will be delivering technology, application and customer service skills development initiatives for each supported client, targeting mostly the help desk analyst layer.
As a Quality Assurance Analysts, the QA trainer performs QA and remediation for the Help Desk Analyst population.


Principal Responsibilities: (Essential Function)
Training Preparation
· Constantly assess training needs of the Help Desk Analysts population, as follows:
Ongoing training: regularly assess HDAs’ proficiency against required skills by administering the monthly skills assessment
New application training: stay informed on upcoming changes in the client’s system (Change Management Process)
· Prepare Training plans and training material based on above assessment
· Schedule training classes in coordination with HD Mgr’s staffing schedules with minimal impact on call taking ability


Training Delivery
· Deliver training to current and new hire HDAs on the following:
Customer service skills
Client application & process (e.g.: escalation procedures, troubleshooting scripts, etc.)
C3i Help Desk processes and technology (e.g. Horizon, etc.)
· Training can be instructor-led, self training or C/WBT
· Liaise with Voice and Accent training provider for assessment and remediation training on Accent


Monthly assessment
· Every month, develop and administer a comprehensive skills assessment
· Present results to the Ops Team and make recommendations for remediation as required
· Develop other ad-hoc skills assessment, as required (new application, etc.)


QA activities
· Perform QA assessments, as required
· Provide Just in Time remediation to HDAs based on QA assessments
· Monitor Help Desk Analyst progress after remediation training has been performed.
· Provide group and individual performance feedback based on fact based data (training assessments and/or QA results)
· Drive the RCA call intended to identify patterns of issues and wholesale training opportunities


Administrative
· Regular reporting on training & QA activities, specifically: Monthly assessment results & QA Results
· Completes administrative duties such as team member progress and performance reports and tracking all training level data in appropriate databases.
· Interact with Help Desk Management team and Process Manager to report trainee progress, facilitate communications, and elicit input for aligning training activities with business objectives.
· Manage training room and equipment logistics
· May include several trips to the US per year


Job Requirements


Skills
· Extensive knowledge and practical understanding of standard software packages including: Windows, Microsoft Excel, Microsoft PowerPoint, Lotus Notes.
· Excellent presentation and organizational skills.
·Excellent verbal and written communication skills.
·Quantitative and qualitative analysis skills


Education
· Bachelors degree or equivalent experience in computer technology, education, or human resources or related field



Experience
· Minimum 1-2 years of management experience in a technical customer service environment.
· Previous call center experience preferred utilizing call tracking and observance tools.
· Prior training related experience preferred


Working Relationships
· Develop and maintain interpersonal relationships with Analysts and peers.
· Effectively communicate with both internal and external clients.

C3i Solutions is a business process outsourcer specializing in global, high-touch consumer, patient and end user engagement. Our network of global contact centers provides unparalleled, 24/7, multi-lingual support to customers in over 175 countries. On April 4th, 2011 C3i opened its operations center in Dalian with 18 employees to support 6 life science organizations in APAC. The company rapidly expanded operations in China and today employs nearly 200 people who provide services to nearly 50,000 users in Japanese, Mandarin, Korean, Thai, Vietnamese, Indonesian.