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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in developing and delivering training programs tailored to enhance agent performance and customer experience. Proficient in analyzing performance metrics and implementing corrective actions to drive continuous improvement in a customer-oriented environment.
Highest-signal resume keywords
Training Program DevelopmentPerformance AnalysisCustomer Experience OrientationStrong Communication SkillsProcess Orientation
About the role
Key responsibilities & impact- Develop and deliver training programs for new and existing agents on specific processes, soft skills, and technical knowledge
- Collaborate with operations teams to identify training needs and align programs with client expectations
- Monitor agent transactions, including calls, emails, and chats, for accuracy and compliance with client standards
- Conduct in-depth analysis of agent performance, identify areas for improvement, and deliver actionable feedback
- Develop and record quality monitoring forms and standards in collaboration with stakeholders
- Provide reports and recommendations to operations to drive process improvements
- Support implementation of corrective action programs to address performance gaps
- Review Customer Satisfaction scores and perform deep dives on low-scoring surveys
Requirements
What you’ll need- Minimum Diploma or Degree holder
- At least 3 years related working experience, with excellent track record
- Preferably experience in a multinational organization
- At least 1 year experience in supporting a premium or international airline in a BPO setup is preferred
- Strong communication and interpersonal skills
- Exposure to a strong customer-oriented environment; must be Customer experience oriented
- Excellent presentation skills and training delivery, with knowledge of various training methodologies
- Collaborative work style; willing to coach and be coached by others
- Strong process orientation: must be logical and able to follow processes and adapt to changes
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
- Join a global company, winner of hundreds of industry awards
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Training MethodologiesQuality MonitoringData AnalysisReport GenerationCorrective Action Implementation
Soft Skills
Interpersonal SkillsPresentation SkillsCollaborative Work StyleCoaching Ability
Certifications & Qualifications
DiplomaDegree
Industry Keywords
BPO SetupMultinational OrganizationCustomer SatisfactionAgent Performance Monitoring