Trainer & Quality Analyst

Anonymous Employer

Job Summary

Trainer & Quality Analyst

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements


  • Quality evaluations: To evaluate the quality of agent interactions with our customers through the various touch points (inbound and outbound) and provide reports and remedial actions to address any gaps
  • Training: To assess agent training needs, develop training material as required and deliver new product and ongoing refresher training to continuously improve the proficiency of the Call Centre agents

The role holder will play a dual role handling both Trainer and Quality titles as well as the key functions listed below:

KEY JOB FUNCTIONS (Main activities undertaken by the jobholder and reflective of the most important features of the job)

Training Functions:

 Identify training and development needs in collaboration with the team leaders and Customer Care manager

 Design and implement training programs for the Call Centre in line with new products, process changes, systems, soft skill or re-fresher training requirements

 Update the monthly training calendar and schedule trainings as per the monthly plan

 Monitor and review the progress of the Call Centre agents through monthly quizzes and review of quiz performance and related gaps

 Assist managers solve specific training gaps in one on ones or group sessions

 Implement training tools to progress the overall training experience and to keep up with the current training trends

 Update the Knowledge Base with up to date training and troubleshooting information

 Send out communication to the Call Centre pertaining to new products, process, system or troubleshooting step changes

Quality Functions:

 Evaluate our agent interactions with the customer via the various customer touch points and implement International best practices to meet and surpass internal business and customer


 Compile evaluation reports in relation to Call Centre agents performance on call and other touch points in line with the set compliance and performance practices

 Provide Customer Agent Satisfaction feedback to the business for further action in improving the scores

 Conduct coaching sessions for Call Centre agents and provide scored data to the team leaders

 Assess requests on customer interactions and compile feedback reports in line with our Voice of Customer requirements

 Assess Call Centre agents knowledge and skills against the current existing products, system and processes

 Conduct ad-hoc job-related audits

 Carry out deep dives to determine reasons for noted gaps as requested

 Provide various monthly & weekly reports on training and quality related metrics


This position reports to (Title):

 Customer Care Manager

DECISION MAKING & AUTHORITY (For HODs and above only. If None, write “None”)

Decisions made by the position:

 As per delegation of authority (DOA) document

Recommendations made by the position:

 To be completed


(Minimum level of experience, skills and competencies, licenses &; certifications and education required to perform effectively in the role)

1. A good understanding of Call Centre operations and processes 

2. Good communication, presentation, and interpersonal skills 

3. Initiative and ability to come up with new ideas 

4. Organization and planning skills 

5. Excellent writing and presentation skills 

6. Excel and PowerPoint proficiency

7. A genuine interest in providing excellent Customer Service

8. Working in a problem-solving environment. 

9. Ability to deliver within stringent turnaround times 

10. Ability to work under pressure

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| Full Time |
NGN Confidential
Anonymous Employer
| Full Time |
NGN Less than 75,000
Anonymous Employer
| Full Time |
NGN Confidential
Anonymous Employer
| Full Time |
NGN Confidential