Are you a person who understands quality, has the ability to pass down knowledge, and is looking to take the next step in your career?
As a Quality & Training Specialist, you will be a bridge between our agents and clients, working to improve the quality of work on specific accounts while creating and delivering workshops for agents. You will be a mentor to joining agents and a company ambassador, with the chance to grow, learn, and build your career.
With over 3000 employees across 7 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customer’s success our own success.
Within your role, you will:
- Monitor and evaluate customer interactions against established quality standards to ensure consistency and excellence.
- Act as a primary quality point of reference for Agents and Team Leaders
- Facilitate initial and ongoing training for agents, covering processes, tools, soft skills, and OTA-specific scenarios.
- Create, adapt, and maintain training materials such as presentations, scripts, exercises, and knowledge checks.
- Provide detailed, constructive feedback to agents and lead coaching workshops or refresher sessions based on identified performance gaps.
- Track training effectiveness and quality results, maintaining dashboards and reporting outcomes to stakeholders.
- Work with the Operations team to support new launches, process changes, and calibration sessions to align on quality expectations.
What will make you successful for the role:
- Proficiency in English with excellent written and verbal communication skills.
- At least 1 year of experience in a quality assurance or customer service evaluation role, experience in a contact centers or OTA environment is preferred
- Experienced in Microsoft Office, specifically Excel for data tracking and PowerPoint for presentations.
- Strong attention to detail and the ability to identify trends and recurring issues from quality data.
- Excellent presentation skills and the ability to explain complex processes in a clear, simple, and motivating way.
- A proactive, result-oriented attitude focused on continuous improvement and problem-solving
Sounds good? Find out what you can get:
- The opportunity to work in a multi-cultural environment
- Learning programs for your development
- Wellness activities for your wellbeing
We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background