Local Operations QA and Training Coordinator

Conectys Turkey İletişim Hizmetleri Ltd. Şti.

Conectys is a global organization with centers on 3 continents and in 8 countries. We are all about transparency, modesty, and growth. We also strongly believe in Fun@Work, so much that we’ve made it one of our core values.

We have the best possible clients in gaming, high tech, travel, retail, finance, and other key industries.

Requirements for the position is as follows

• University graduates or undergoing graduation;
• Previous Customer Service / Customer Support experience – minimum 1 year of previous experience;
• 1 year experience in coordinating quality & training teams/processes in a BPO environment; Client communication experience – proven direct communication with client as part of job role on topics concerning quality & training (e.g. client calls, business reviews, providing analysis/conclusions and plans on quality & training performance)    
• Fluency in English is a must

Job Description

• Coordinates the QAs and Trainers,  and is responsible for completing all activities within the assigned accounts in terms of the Quality and Training perspective, ensuring that customer requirements are met by the team; Coordinates Reporting Analysts and WFM Specialists from the administrative perspective (attendance, holidays requests)
• Updates daily progress in related reports and monitoring carrying out activities following the agreed plan/strategy;
  
• Ensures the circulation of information within the assigned accounts (including to clients) and to other Conectys projects/teams/departments, both through written communication (ie e-mail) and verbal, organizing regular meetings with the project team, with clients and presenting the project and the results related to the other Conectys teams/departments, depending on the situation;
  
• Ensure competence development and performance management for direct reports;
  
• Prepares operational quality & training analyses for the projects coordinated and as required by the direct manager;
• Performs Internal Audits/measurement and evaluation when required for the assigned accounts QA Analysts & Trainers and makes recommendations for continuing education of staff based on audit findings;
  
• Works with  account managers of each assigned account to address quality and learning issues, instruction problems, or new educational needs regarding specific employees or departments;
  
• Ensures that each assigned account of quality &training processes has a QA Analysts/Trainers trained that enables the staff to achieve the quality targets agreed; 
  
• Maintains a keen understanding of training and quality trends, developments and best practices in the industry;
• Based on quality analysis initiates proposals for process improvements/changes, sends the proposal to Global Quality and Training Coordinator and implements new process flows approved by Conectys Global Quality and Training Team;
  
• Monitors and evaluate training sessions’ effectiveness, success and ROI periodically and report on them, on each assigned account;
  
• Works with appropriate manager/supervisor to evaluate the performance of staff during orientation period; 
  
• Works closely with PM/HR for talent planning & acquisition to ensure accurate staffing & forecasting of resources