Quality Assurance

• Conduct regular quality audits of customer interactions (calls, chats, emails, and tickets) 
• Evaluate agent performance against defined SOPs, quality standards, and compliance requirements.
• Identify process deviations, knowledge gaps, and recurring customer experience issues.
• Provide timely, constructive feedback and coaching recommendations to improve agent performance.
• Prepare quality scorecards and share insights with Operations and Team Leads.

Training & Development

• Own the end-to-end training lifecycle, including onboarding, refresher training, and new process rollouts.
• Design, develop, and maintain structured training content, learning modules, and SOP documentation.
• Build assessment frameworks and certification programs to validate agent readiness and knowledge retention.
• Conduct classroom and virtual training sessions for new hires and existing employees.
• Continuously update training materials based on process changes, quality findings, and business needs.

Performance Improvement

• Measure and track training effectiveness using performance metrics, quality scores, and post-training assessments.
• Partner with Operations to identify skill gaps and recommend targeted learning interventions.
• Analyze quality trends and recommend process improvements to enhance customer satisfaction and operational efficiency.
• Ensure adherence to quality benchmarks and contribute to continuous process improvement initiatives.

Requirements

• Bachelor's degree in any discipline.
• 3–5 years of experience in Quality Assurance, Training, or Learning & Development within a Customer Support/BPO/Customer Experience environment.
• Experience conducting quality audits and delivering agent training programs.
• Strong understanding of customer service metrics, QA frameworks, and coaching methodologies.
• Excellent communication in a minimum of 3 to 4 languages, presentation, and facilitation skills.
• Proficiency in Microsoft Excel, PowerPoint, and Google Workspace.
• Experience creating training content, assessments, and certification programs is highly preferred.