Training and Quality Assurance Specialist
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Job Description
Training and Quality Assurance Specialist evaluating customer interactions for an educational services company. Delivering training, coaching, gap analysis, and quality improvements across teams.
Responsibilities:
- Evaluate customer interactions and work products against operational standards and service expectations
- Complete observation forms documenting areas for improvement and areas exceeding expectations
- Design, update, and deliver onboarding and continuous training modules
- Deliver objective, timely, and constructive coaching feedback
- Identify performance trends and operational gaps and create targeted learning interventions and recommendations for leadership
- Maintain organized quality and training records
- Conduct QA evaluations on calls, emails, chats, and tickets
- Facilitate live and asynchronous training sessions, skill-building webinars, and refresher workshops
- Translate QA audit insights into gap analyses, training, coaching, job aids, and asynchronous learning modules
- Facilitate coaching sessions and develop actionable improvement plans with employees
- Resolve evaluation disputes while maintaining fairness, consistency, and objective learning outcomes
- Track quality trends and training completion rates and prepare performance summaries for leadership
- Collaborate with departments to build and maintain SOPs based on quality trends
- Conduct calibrations across employees, levels, and departments
- Maintain confidentiality regarding employee performance and customer data
Requirements:
- Bachelor’s degree or equivalent combination of education and experience (required)
- 3+ years experience in a contact center/customer service environment (phone, chat, email) (required)
- Demonstrated experience providing quality feedback, coaching, training, or performance support (required)
- Exceptional written/verbal communication, adult learning facilitation, analytical thinking, active listening, and conflict resolution skills
- Proficient in Mac OS, Google Workspace, QA software, Learning Management Systems (LMS), presentation tools, and Asana
- Ability to complete onboarding milestones and maintain a 90% calibration alignment score within 60 days
- Ability to pass required background checks
- Fixed schedule of 8:30 a.m.–5:30 p.m. Mountain Time, year-round
- Immediate responsiveness throughout the workday via phone, chat, Zoom, email, and internal systems
- No concurrent work during scheduled hours; outside employment must not interfere and must be approved in writing in advance
- Private, professional, distraction-free remote workspace with reliable high-speed internet
Benefits:
- Medical, dental, and vision employee coverage for as little as $1 each per month
- Personal paid time off in addition to major holidays
- Short-term disability insurance, long-term disability insurance, life insurance, and AD&D insurance 100% paid by the employer
- 401(k) with employer contributing a dollar-for-dollar match of employee contributions up to 6% of employee earnings
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