Training & Quality Analyst (Mandarin)

Responsibilities - Responsible to facilitate new hire training, performing training needs analysis, coaching, conducting performance evaluation of trainees- Collaborates with quality team to gather feedback and plan refresher trainings to help improve quality of service, tracks and manages CSAT due to training, presents training scores, highlights challenges due to attrition, and works closely with hiring to improve quality of hires- Required to send weekly training updates to client stakeholders, monitor agent transactions to stay updated with product/ process changes and make necessary updates to training material- Work closely with client and internal teams to develop new or update existing training content periodically- Have excellent understanding of same/similar workflow