Trainer and Quality Assurance Specialist
J
JobgetherCustomer Support
Based in IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 2 years of BPO experience
- Required Skills
- Microsoft OfficeQuality AssuranceZendeskCoachingCustomer support
Requirements
- At least 2 years of BPO experience in a customer support environment or a comparable operational setting.
- Strong written and verbal English communication skills.
- Comfortable facilitating group discussions, coaching peers, delivering presentations, and speaking confidently in front of groups.
- Strong understanding of customer support policies, processes, service standards, and client expectations.
- Ability to organize training materials, manage multiple priorities, and support multiple accounts when required.
- Consistent professional performance with a strong record of attendance and quality.
- No active written warnings at the time of consideration.
- Attendance record with no more than 4 attendance points.
- Strong attention to detail, organization, fairness, and consistency when evaluating performance.
Responsibilities
- 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.
- Monitor trainee progress throughout training and nesting, identify development needs, and provide targeted coaching.
- Evaluate customer interactions across voice, chat, email, and social channels using approved quality assurance scorecards.
- 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.
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