Trainer and Quality Assurance Specialist

Accountabilities • Deliver onboarding and training sessions for new hires using established training materials, processes, and quality standards.

• Facilitate refresher training, process updates, skill-building workshops, and coaching sessions for existing agents.

• Use varied learning approaches, including live facilitation, role plays, shadowing, self-paced learning, and individual coaching.

• Create, maintain, and organize training modules, guides, assessments, and other learning resources.

• Monitor trainee progress throughout training and nesting, identify development needs, and provide targeted coaching.

• Partner with Team Leaders and Operations leadership to support agents requiring additional development or performance assistance.

• Collect feedback following training sessions and use insights to continuously improve the learning experience.

• Evaluate customer interactions across voice, chat, email, and social channels using approved quality assurance scorecards.

• Complete quality evaluations accurately and within required turnaround times.

• Participate in internal and client calibration sessions to promote consistent and fair quality scoring.

• Identify recurring quality trends, knowledge gaps, and performance issues, recommending appropriate coaching or training interventions.

• Deliver clear, constructive quality feedback that helps agents improve their performance and customer interactions.

• Maintain accurate quality reports and provide Operations with actionable quality insights and recommendations.

• Collaborate with Operations, Workforce, HR, and Learning & Development teams to support onboarding, development, and process changes.

• Support the rollout of new processes, policies, client requirements, and operational updates through effective training and communication.

• Maintain training documentation and quality standards as processes and business requirements evolve.

• Contribute ideas and initiatives that improve coaching, learning, quality assurance, and operational effectiveness.

Requirements

• At least 2 years of BPO experience in a customer support environment or a comparable operational setting.

• Strong understanding of customer support policies, processes, service standards, and client expectations.

• Consistent professional performance with a strong record of attendance and quality.

• Comfortable facilitating group discussions, coaching peers, delivering presentations, and speaking confidently in front of groups.

• Strong written and verbal English communication skills.

• Ability to organize training materials, manage multiple priorities, and support multiple accounts when required.

• No active written warnings at the time of consideration.

• Attendance record with no more than 4 attendance points.

• Previous experience as a Quality Assurance Specialist, Trainer, Subject Matter Expert, Team Leader, Coach, or similar role is preferred.

• Experience conducting coaching sessions, onboarding new employees, or supporting employee development is advantageous.

• Familiarity with Zendesk, EvaluAgent, LearnUpon, and Microsoft Office tools is a plus.

• Experience participating in quality assurance calibrations, performance reviews, or similar evaluation processes is beneficial.

• Strong attention to detail, organization, fairness, and consistency when evaluating performance.

• Ability to provide constructive feedback while maintaining a supportive and development-focused approach.

• Adaptability and willingness to learn new processes, tools, and client requirements.

Benefits

• Opportunity to combine training, coaching, and quality assurance responsibilities in one role.

• Professional development through exposure to learning, performance management, and quality improvement initiatives.

• Opportunity to directly influence employee performance, customer experience, and service quality.

• Collaboration with Operations, Workforce, HR, and Learning & Development teams.

• Exposure to multiple customer support channels, including voice, chat, email, and social media.

• Opportunities to develop expertise in training delivery, quality assurance, coaching, calibration, and continuous improvement.

• Access to training and support to help you succeed in the role.

• Experience working with customer support and learning technologies such as Zendesk, EvaluAgent, LearnUpon, and Microsoft Office.

• Opportunity to contribute to evolving processes, training programs, and quality standards.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1