Lead - Training & Quality

Job Description

Job Summary: The Training, Quality, and Outbound Process Lead is responsible for overseeing the development and implementation of training programs, quality assurance frameworks, and outbound process strategies to enhance customer service performance in a call center environment. This role ensures that agents receive effective training, adhere to quality standards, and maintain optimal efficiency in outbound interactions. Additionally, the role requires strong analytical capabilities to generate insights from outbound process performance and drive data-driven decision-making. Key Responsibilities: Training & Development: • Design and implement training programs for new hires and ongoing skill enhancement. • Develop training materials, modules, and assessments to improve agent knowledge and performance. • Conduct workshops, role-playing exercises, and hands-on training sessions. • Evaluate training effectiveness through performance metrics and feedback. • Collaborate with stakeholders to identify training needs and improvements. Quality Assurance & Compliance: • Establish and monitor quality standards for customer interactions. • Develop quality evaluation frameworks, scorecards, and feedback mechanisms. • Conduct call audits, analyze trends, and provide actionable insights. • Ensure adherence to compliance requirements, including KYC, regulatory policies, and internal guidelines. • Provide coaching and feedback to agents for continuous improvement. Outbound Process Insights & Optimization: • Analyse outbound call processes to generate insights and improve overall effectiveness. • Identify key trends, customer behaviors, and operational inefficiencies using data analytics. • Develop performance dashboards to track outbound call success rates and engagement patterns. • Work closely with cross-functional teams to refine outbound strategies based on insights. • Implement predictive analytics to improve targeting, optimize resource allocation, and enhance agent productivity. • Provide recommendations to leadership based on outbound process analysis and findings. Analytical & Strategic Planning: • Utilize data analytics to assess outbound performance trends and identify areas for improvement. • Develop dashboards and reports for real-time monitoring of key outbound metrics. • Leverage insights to drive strategic decisions and enhance outbound call effectiveness. • Optimize outbound calling strategies through predictive analysis and performance evaluation. Stakeholder Collaboration & Reporting: • Act as a liaison between customer service, compliance, and business leadership teams. • Prepare and present reports on training effectiveness, quality trends, and outbound performance. • Recommend improvements based on data-driven insights and industry best practices. Qualifications & Skills: • Bachelors degree in Business, Management, or related field. • Minimum 5+ years of experience required in training, quality, or outbound process management within a call center with at least 2-3 years of experience in lead roles. • Strong knowledge of customer service metrics, outbound sales techniques, KYC processes, and compliance standards. • Excellent leadership, coaching, and communication skills. • Proficiency in Google Sheets, CRM tools, and call centre technologies. Public • Ability to analyse data, generate insights, and drive process improvements. • Strong analytical skills to evaluate outbound process performance and optimize strategies. Preferred: • Experience in Agricultural, debt collection is preferred. • Six Sigma, COPC, or other process improvement certifications.