Trainer & Quality Lead - Airbnb
Managing the delivery of training and development programmes and, in a more senior role, devising a training strategy for the organisation
Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers.
Ensuring that statutory training requirements are met
Evaluating training and development programmes.
Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment.
Evaluating agents call and case handling with regard to quality and customer service.
Working with client training department for new‘ go lives' and to help ensure a smooth transition of their business into Voxpro.
Monitor levels of quality provided to customers, complete Quality review forms and provide feedback to individual agents.
Identify and implement initiatives to drive up Customer Satisfaction.
Designing and maintaining course materials and other documents.
Evaluating the effectiveness of training programmes and learning outcomes.
Provide technical troubleshooting guidance to agents.
Maintain up to date expertise on company products and procedures.
Any additional responsibilities as business needs dictate