คำอธิบายบริษัท

A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

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Position Overview:

The Manager of Training and QA will oversee all the training needs and maintaining the quality assurance in both call centers . This role is responsible for ensuring that all the training development requirements from product training, sales skills, system training, training modules and other aspects of training. In addition the individual will also be responsible in ensuring the quality assurance of the centers from call monitoring and evaluation, reviews, performance feedback, process improvement, adherence to set SOP’s and other parts related to QA. Working closely with the Director – Call Centres, Thailand and the call centre team in ensuring the training and quality needs are fulfilled.

Key Responsibilities:

Operational Oversight:

Overseeing all the training requirements and creating training materials and training schedules for the call centre staffAssisting call centre management team on call monitoring, performance evaluation, processes and improvements and overall adherence to SOP’s and compliance

Daily Operations:

Working across the departments ensuring that training schedules for new hires, retraining or product skill training for current and new hires as well as training materials for the teamHelping the call centre management team to identify areas for quality improvement to ensure better efficiency and production from all team membersEvaluating current systems performances and process monitoring to ensure seamless operations and optimum performance

Process Improvement:

Identify and implement process improvements to increase efficiency and effectiveness within the call centre teams to ensure maximum efficiency is maintained daily

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Qualifications:

 

Strong training background with a good understanding of selling skills and mindset training in either a call centre environment or sales related industryProven experience as a QA Analyst or in a similar role within a call centre environment.Excellent attention to detail and highly organizedExcellent communication and interpersonal abilities.Proficiency in call center software and CRM systems.Strong problem-solving skills and ability to handle high-pressure situations.Bachelor’s degree in Marketing, Business or any related field to scope of job (preferred).

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