Technical Support Training Quality Analyst

Location: BGC Taguig
Schedule: Shifting
Set-Up: Hybrid
Salary: 45,000 PHP (Negotiable depends on the experience)

Nityo Infotech is on the lookout for talented individuals to join our team as IT Service Desk Trainers! If you have a passion for technology and leadership, we want to hear from you.

Qualifications:

Bachelor’s degree in Information Technology, Business or equivalent preferred.
At least 2+ years of relevant experience
Proven experience in designing and delivering training programs for new hires, particularly in a call center or service desk environment.
Proficiency in creating engaging training materials using tools such as PowerPoint, Canva, and Articulate 360.
Strong presentation and facilitation skills, with the ability to adapt training content to meet diverse learning styles.
Experience in developing curriculum that aligns with organizational goals and performance metrics.
Ability to assess training effectiveness and implement improvements based on feedback and performance data.
Familiarity with quality assurance processes and standards within a call center setting.
Experience in conducting call monitoring and evaluations to ensure compliance with company policies and customer service standards.
Knowledge of key performance indicators (KPIs) relevant to service desk operations and the ability to analyze performance data.
Experience in providing constructive feedback to agents based on QA evaluations and developing action plans for improvement.
Excellent communication and interpersonal skills, fostering a positive learning environment.
Strong organizational and time management abilities to handle multiple training sessions and projects simultaneously.
Ability to collaborate effectively with cross-functional teams to enhance training and quality assurance initiatives.
Familiarity with learning management systems (LMS) and other training technology.
Basic understanding of customer service software and tools used in call center environment