Executive - Back-End/Voice Customer Service Fraud Investigation

Job Description

This role involves conducting training sessions tailored to both client-specific and company-specific curricula. You will provide coaching and mentoring support to trainees who require additional help to enhance their performance. Managing the training class includes enforcing company discipline standards, handling attendance issues, monitoring performance, and addressing misconduct when necessary.

Key responsibilities include assessing calls or transactions based on quality standards, delivering constructive feedback and coaching to improve employee skills. The role requires collaboration and communication with clients and internal stakeholders to report on training progress and escalate issues when needed. You will also be responsible for training administration tasks such as coordinating training rooms, transport arrangements, and payroll matters.

An important part of the job is identifying training gaps and preparing relevant materials and intervention strategies to address these areas. Additionally, you may be called upon to take incoming calls directly to support the operations as necessary.