Quality Assurance (QA) & Trainer – Call Center

Job Title: Quality Assurance (QA) & Trainer – Call Center

Reports To: Quality Manager / Operations Manager

Job Summary

We are seeking a proactive and detail-oriented QA & Trainer to ensure high-quality interactions and drive continuous improvement within our call center team. This role is responsible for monitoring and evaluating agent performance, providing constructive feedback, and conducting training sessions to enhance service delivery, compliance, and customer satisfaction.

Key Responsibilities

Quality Assurance

Monitor inbound and outbound calls, chats, and emails to assess the quality of customer interactions.

Evaluate agent performance based on call handling, communication skills, product knowledge, and adherence to process standards.

Document findings and share detailed feedback with agents and supervisors.

Identify performance gaps and recommend corrective actions or coaching opportunities.

Maintain and update QA scorecards, evaluation sheets, and call calibration processes.

Collaborate with Team Leaders and Operations Managers to ensure QA insights are implemented effectively.

Track key quality metrics and generate periodic reports.

Conduct new hire training for customer service agents, including product/process knowledge, soft skills, and system navigation.

Develop and update training materials and e-learning content.

Deliver refresher training and performance improvement programs based on QA findings.

Work closely with leadership to identify training needs and design learning interventions.

Measure training effectiveness through assessments, feedback, and performance metrics.

Qualifications

Bachelor’s degree in Business, Communication, or a related field (preferred).

2+ years of experience in a call center QA or trainer role (BPO experience is an advantage).

Strong knowledge of quality monitoring tools and performance metrics.

Experience in designing and conducting effective training sessions.

Excellent communication, presentation, and coaching skills.

Analytical mindset with the ability to interpret data and identify trends.

Proficiency in MS Office (Excel, PowerPoint) and CRM/call monitoring tools.

Key Competencies

Attention to detail and strong observation skills.

Empathy and ability to deliver constructive feedback positively.

Strong time management and organizational skills.

Team-oriented with a passion for employee development.

Adaptability in a fast-paced and evolving environment.

Performance Indicators

QA scores and accuracy rate.

Agent performance improvement post-training.

Training effectiveness and completion rates.

Consistency in calibration with QA and Operations leadership.

Job Type: Full-time

Pay: AED3,000.00 - AED4,000.00 per month