Training and quality specialist

Job Summary:

Oversee the design, delivery, and continuous improvement of training and quality assurance programs for customer care agents, ensuring high performance against KPIs and service standards.

Responsibilities

• New Hire & Refresher Training
• Plan and deliver onboarding sessions for new customer care agents across call‑center operations.
• Develop practical refresher programs to address evolving needs and maintain high-performance standards.
• Create comprehensive training materials “slides, guides, role-play scenarios”.
• Regularly review and update Standard Operating Procedures to reflect best practices and system changes.
• Workforce Coaching & Action Planning
• Collaborating with different teams to implement solutions and improvements
• Implement training action plans based on agent performance metrics (e.g. CSAT, AHT, quality scores).
• Track improvements and escalate underperformance issues effectively.
• Quality Monitoring & Audit
• Monitor QA calls for agents and vendor teams; ensure consistency in evaluation.
• KPIs & DSAT/Customer Feedback Management
• Analyze KPI trends (DSAT, quality, call metrics), share insights, and drive corrective training measures.
• Investigate DSAT/red-flagged calls, implement case-based coaching.
• Process Improvement & Knowledge Management
• Use agent feedback and QA data to suggest process improvements.
• Enhance and maintain internal knowledge base to ensure up-to-date, accessible SOPs.

Required Experience & Skills

• Call Centre Excellence.
• Minimum 2 years of hands-on experience in call center environments as a trainer and quality analyst.
• Quality Assurance Acumen
• Proven track record in QA monitoring, scoring, and delivering feedback.
• Familiarity with COPC or similar call-quality standards is a plus.
• Strong Communication & Training Design
• Excellent English proficiency, both spoken and written.
• Skilled at delivering engaging sessions and writing professional emails.
• Data-Driven & Tech-Savvy.
• Solid experience with KPIs, using Excel and PowerPoint to report findings and track progress.
• Agile & Collaboration-Oriented.
• Flexible mindset, able to thrive in a fast-paced environment.
• Experience working with external vendors and cross-functional teams.