job description
Join Nais Corp as a Training & Quality Analyst – BPO and play a pivotal role in shaping the success of our customer service teams. Based in the vibrant locations of Bali, Indonesia, you will drive strategic training initiatives, ensure operational excellence, and elevate service quality across our BPO operations.
In this dynamic role, you will design, implement, and evaluate training programs that empower our agents to deliver exceptional customer experiences. Your expertise in quality assurance will help refine processes, monitor performance, and maintain the highest standards of service delivery. This is a unique opportunity to combine your passion for training and quality improvement while working in a tropical, inspiring environment.
If you thrive in a collaborative, fast-paced setting and have a knack for developing talent and optimizing workflows, we want to hear from you. Nais Corp offers a competitive salary, professional growth, and the chance to work remotely from Bali’s most sought-after locations.
Responsibility
- Develop, coordinate, and deliver comprehensive training programs for BPO agents, ensuring alignment with company goals and client requirements.
- Conduct needs assessments to identify skill gaps and design targeted training solutions to address them.
- Monitor and evaluate training effectiveness through metrics, feedback, and performance data, making data-driven improvements.
- Implement quality assurance processes, including call monitoring, audits, and performance reviews, to maintain service excellence.
- Collaborate with cross-functional teams to update training materials, SOPs, and best practices based on industry trends and client feedback.
- Provide coaching and mentorship to agents and team leaders to enhance performance and foster a culture of continuous improvement.
- Analyze quality metrics and KPIs, preparing reports and recommendations for management to drive operational efficiency.
- Stay updated on BPO industry standards, emerging technologies, and customer service trends to ensure training programs remain cutting-edge.
Qualifications
- Bachelor’s degree in Human Resources, Business Administration, Communications, or a related field.
- Minimum of 2-3 years of experience in training, quality assurance, or a similar role within the BPO or customer service industry.
- Proven ability to design and deliver engaging training sessions, both in-person and virtually.
- Strong analytical skills with experience in interpreting performance data and generating actionable insights.
- Excellent communication and interpersonal skills, with the ability to influence and motivate teams.
- Proficiency in Microsoft Office Suite, LMS platforms, and quality monitoring tools.
- Familiarity with call center metrics (e.g., CSAT, NPS, AHT, FCR) and quality evaluation frameworks.
- Self-motivated, detail-oriented, and able to work independently in a remote or hybrid setting.