Company:

Consumer

Salary:

£20,000 to 25,000 +benefits

Location:

Lincolnshire

My client operates an inbound telesales and customer service call centre and is now looking for a highly enthusiastic and motivated Trainer & Quality Assessor. This is a great opportunity to join a progressive organisation at a time of considerable change and expansion.

YOU MUST HAVE THE FOLLOWING SKILLS

• Recent experience within a call centre trainer position - both telesales and customer service
• Excellent presentation, interpersonal, written and verbal communication skills
• The ability to plan and organise within a fast paced and rapidly changing environment
• New ideas and enthusiasm
• Previous experience of conducting training needs analysis, coaching & development and quality assurance

ROLE INFORMATION

• To deliver and develop induction and refresher training to all Customer Advisors in areas such as: product knowledge, process, sales techniques, customer service and high standards of call handling - both through structured training and ad hoc coaching
• Create, maintain and deliver annual training & development plans for all members of the call centre - conducting training needs analysis in conjunction with the Team Leaders
• Evaluate the performance of CSAs through the agreed quality and audit process, carrying out the required number of quality assessments across the call centre
• Adapt training and assessment materials and methods to deliver cost-effective core skills training for temporary staff