Training & Quality Assurance Specialist
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Job Description
Training & Quality Assurance Specialist responsible for training and quality assurance for Customer Support team. Ensuring agents deliver exceptional service while adhering to company standards and compliance.
Responsibilities:
- Design, deliver, and evaluate onboarding and ongoing training programmes for Customer Support Agents
- Develop and maintain training materials including manuals and e-learning content
- Conduct regular refresher training on new products and policies
- Monitor and evaluate customer interactions to ensure adherence to quality standards
- Provide feedback and coaching to support agents based on evaluations
- Prepare and present reports on training and quality assurance results
- Collaborate with cross-functional teams to ensure timely operational updates
Requirements:
- Strong coaching, mentoring, and presentation skills
- Excellent written and verbal communication
- Analytical mindset with the ability to identify trends and performance gaps
- Strong attention to detail and commitment to quality
- Excellent organisational and time management skills
- Ability to build positive working relationships across teams
- Proactive approach to problem-solving and continuous improvement.
Benefits:
- Professional development opportunities
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