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Reza Reza

Reza Reza

Trainer & Quality Assurance

Teleperformance Indonesia

Yogyakarta Area, Yogyakarta, Indonesia, id

As both Trainer and Quality Assurance at a contact center, Reza has 2 different main roles, yet both of them are interconnected. On the Trainer side, his responsibilities are planning, preparing, executing, and evaluating training session based on the needs found in the needs analysis. The training side is supported by the Q...

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Teleperformance Indonesia

Trainer & Quality Assurance Analyst

Long story short, a Trainer & Quality Assurance is responsible for the improvement of the employees' performance by evaluating their works, identifying strengths and opportunities, and conducting training addressing those findings.

Teleperformance Indonesia

Trainer & Quality Assurance

My duties are (but not limited to):
- Monitor and analyze transactions between customer service representative (CSR) and customer to identify area of improvement and training needs;
- Ensuring that CSR's transactions with customer meet certain criteria that deemed as having good quality;
- Plan, prepare, execute, and evaluate training sessions (induction, product and refreshers);
- Maintaining CSR's knowledge by conducting monthly test;
- Appointed as the Subject Matter Expert (SME) for the QA side. The main tasks of an SME are being the one who leads weekly calibration between departments (L&D and operations), being the point-of-contact for any QA related updates internally, and being the one who updates the scoring guidelines that is used to score CSRs' performance.

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