Job Descriptions
Let us tell you more about this great opportunity:
Reporting to the Training & Quality Manager you will perform Training and QA activities across multiple channels for the ILH account. Committed to promoting a clear understanding of the importance of Knowledge management, quality measures and internal controls within the contact centre service industry, the role of the Training Quality and Performance Coach is to deliver New Hire and Refresher Training, QA & coaching activities for the operation in line with our Client and Abtran's priorities. In this role, you will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have excellent business and communication skills and have the willingness to learn and grow in the role.
How you will spend your day:
- Deliver New Hire & Refresher training
- Conduct regular knowledge checks and accreditations
- Perform Quality Evaluations
- Support Gradbay functions
- Attend Quality calibration sessions as required.
- Reporting on trends in the quality of performance of Advisors on the account, and utilise findings to improve the training documents and training approach
- Provide coaching support to Advisors adapting methods and approach to suit various learning styles
- Maintain account knowledge, including attending relevant product and process training.
- Maintain the operations Intranet Knowledgebase
- Close the loop on performance improvement for Advisors and address issues at source by; feeding issues into the Training Needs Analysis processes, ensuring all errors
- and performance issues identified are addressed immediately through coaching and correction.
- Identify process improvement opportunities.
- Provide the TL and Manager with feedback and suggested improvements regarding the quality of service and the execution of the QA function.
- Collaborate in the roll-out of Quality and Customer Service Improvements.
- Deliver on agreed performance targets.
- Manage time effectively to ensure targets are met.
Essential Qualifications, Training, and Experience:
- Approved Product Advisor in Private Health Insurance.
CIP-01 - The Nature of Insurance
CIP-02 - Compliance & Regulation
CIP-05 - Private Health Insurance
- Proven ability to deal with problems and solve them effectively
- Ability to work well either individually or as part of a team
- Proven written communication skills.
Our ideal candidate:
- Analytical and reporting skills
- Proficient in Microsoft Excel, Word
- Training & Quality experience or certification is desirable
Personal Attributes required:
- Strong written and oral communication skills
- Motivated and enthusiastic
- Ability to work under pressure
- Excellent attention to detail and follow-through skill
- Ability to build relationships with Team Leaders, Managers, and Advisors as well as their own team
- Ability to work on own initiative, with good time management skills
- Investigative, problem solving, and follow-through skills
- Flexible and adaptive
- Engage in and take ownership of your own personal development
- Find ways to do things better for yourself, the team, Abtran, and the customer.
