Trainer and Quality Assurance Specialist

📋 Description

• Deliver onboarding and training sessions for new hires using established training materials
• Facilitate refresher training, process updates, skill-building workshops, and coaching sessions for
• Use varied learning approaches, including live facilitation, role plays, shadowing, self-paced
• Create, maintain, and organize training modules, guides, assessments, and other learning resources.
• Monitor trainee progress throughout training and nesting, identify development needs, and provide
• Partner with Team Leaders and Operations leadership to support agents requiring additional

🎯 Requirements

• At least 2 years of BPO experience in a customer support environment or a comparable operational
• Strong understanding of customer support policies, processes, service standards, and client
• Consistent professional performance with a strong record of attendance and quality.
• Comfortable facilitating group discussions, coaching peers, delivering presentations, and speaking
• Strong written and verbal English communication skills.
• Ability to organize training materials, manage multiple priorities, and support multiple accounts

🎁 Benefits

• Opportunity to combine training, coaching, and quality assurance responsibilities in one role.
• Professional development through exposure to learning, performance management, and quality
• 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