• Bizulibazar, Kathmandu, Nepal
  • +977-1-4784183/4785215
  • info@rollingplans.com.np

Call Center Quality and Training Analyst

Full Time Rolling Plans Pvt. Ltd Rolling Plans Private Limited (RPPL) is an ISO 9001:2015 Certified Company specialized on Human Resource consultancy service and Contact Centre Management Company with other outsourcing services having intensity of its services in human resource management and development (HRM/D), research and innovation, and institutional development since 2004 in Nepal. Our vision is to be an internationally acclaimed service provider in HR solutions and research and innovation. For this, we have a mission to support organizations by providing them with strategic as well as operational solutions, and at the same time, we help organizations maintain highest level of socio-ethical standards
  • Kathmandu,
  • Post Date: 2019-06-10
  • Apply Before: 2019-06-28 [Latest by NPT 17:00 Hrs (GMT +5:45)]
  • No. of Position: 1
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Job Detail

  • Career Level Senior Level
  • Experience 2 Years
  • Industry Call Center Department

Job Description

Job purpose

The purpose of this position is to provide quality and training assistance for the successful implementation of quality service with more knowledge and skills on leading a service & product knowledge, communication and skill development and team work to perform a professional duties and state management functions.

Duties and Responsibilities
  • Develop a need assessment process and create an instructional design process with appropriate delivery methods and post-training evaluation
  • Recommend solutions for performance issues and potential areas of training
  • Conduct training need assessments and oversee the training function
  • Manage, lead, motivate and develop training team members
  • Resolve and respond to training issues and questions from management team and employees on the application and interpretation of processes, company policies and current legislation
  • Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered
  • Producing training material for in-house programs
  • Monitoring and reviewing the progress of trainees through questionnaires and discussions with immediate supervisors
  • Develop and maintain up to date training and development plans for contact center
  • Creating time line and work plan for each training event
  • Document performance report and worksheet of the all personnel
  • Ensure compliance of corporate standards and procedures in training sessions
  • Conduct a series of training sessions as assigned by the management team
  • Research, write, organize and present a variety of training sessions
  • Constantly study, revise and re-write any material related to the area of responsibility outlined
  • Design and apply assessment tools to measure training effectiveness
  • Evaluate and make recommendations on training material and methodology
  • Listen to calls in three ways: Recorded, live and side by side while communicating feedback to encourage good ones and discourage the bad ones
  • Work in a continuous process of evaluating calls and providing feedbacks enhancing the quality of the calls
  • Identify calls failing to meet predefined standards and get the root cause of why
  • Make informed decisions to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce, scheduling or perhaps alert other areas of organization that are having an impact
  • Measure compliance against established expectations of agent behavior
  • To assess agent performance/ behavior in call center and to coach and counsel agents to modify their performance/ behavior to facilitate a high level of customer service
  • Check in agent attrition rate
  • Perform raw data collection and analysis
  • Measure and evaluate the effectiveness of corporate processes, procedures and outcomes as they relate to customer service in a complete accurate and timely manner
  • Contribute to continuous improvement activities
  • Escalate issues as appropriate
  • Look after agent performance and their motivation
Job Specification
  • Bachelor’s degree or running from reputed university
  • Should be hardworking, respectful and tactful with all stakeholders, superiors and peers
  • High levels of computer literacy including quantitative/analytical skills and advanced proficiency with MS Excel
  • Ability to do data analysis
  • Able to do multi-tasking, maintain confidentiality and finish the assigned work within the deadline
  • Needs to have pleasant personality and should be able to communicate things properly
  • 2 year of experience in the similar field

Protocols for the confidentiality

“Protocols for the confidentiality” is designed to collect and maintain identifiable information about applicants. Data will be collected anonymously by the specified person and will be removed and destroyed as soon as possible by the completion of this specific assignment. No access to any other organizations/ person and shall be based on a “need to know” and "minimum necessary" standard.



Information, applications and documents that are deemed to be of a highly sensitive nature or to be inadequately protected by the CONFI¬DENTIAL classification shall be classified as STRICTLY CONFIDENTIAL and access to them shall be restricted solely to persons with a specific need for specific assignment only.

The staffs of the Rolling Plans including client institution shall establish a control and tracking system for documents classified as STRICTLY CONFIDENTIAL, including the maintenance of control logs. Documents classified as STRICTLY CONFIDENTIAL shall be (i) maintained by only specific staff with written commitment; (ii) kept under security key or given equivalent protection when not in use; and (iii) in the case of physical documents, transmitted by an inner envelope indicating the classification marking and an outer envelope indicating no classification, or, in the case of documents in electronic form, transmitted by encrypted or password-secured system.

For purposes of this protocol, the following individuals are deemed to have a specific need to know: (i) the executive consultant; (ii) the project manager/recruitment and selection consultant; (iii) the international consultant of Rolling Plans and; (v) the respective designated representatives of Government of Nepal.

Confidentiality pertains to the treatment of information that an individual has disclosed in any documents/files of trust and with the expectation that it will not be divulged to others/ process without permission in ways that are inconsistent with the understanding of the original disclosure. Rolling Plans assure that the information shall be used for specific purpose published in this system and service only.

When it is necessary to collect and maintain identifiable data, Rolling Plans will ensure that the protocol includes the necessary safeguards to maintain confidentiality of identifiable data and data security appropriate to the degree of risk from disclosure.
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