Call Center Support (QA/Trainer)

Job Title: Trainer/Quality Assurance (QA) Specialist – Call Center

We are seeking a dynamic and detail-oriented Trainer/Quality Assurance Specialist to join our call center team. The ideal candidate will play a dual role in developing the skills of our customer service representatives and ensuring consistent quality in service delivery. This position requires a balance of training expertise, analytical skills, and a passion for enhancing both individual and organizational performance.

Key Responsibilities:

Training Duties:

• Design and deliver engaging training programs for new hires and existing employees, focusing on product knowledge, customer service skills, and call-handling techniques.
• Conduct needs assessments to identify skill gaps and develop tailored training solutions.
• Create and update training materials, including presentations, manuals, and e-learning modules.
• Facilitate workshops and ongoing learning sessions to ensure employees remain informed about updates in policies, procedures, and technologies.
• Monitor the progress of trainees through evaluations, feedback sessions, and performance tracking.

Quality Assurance Duties:

• Conduct call monitoring, chat/email reviews, and other quality checks to assess agent performance against established standards.
• Develop and maintain QA scorecards, reports, and feedback mechanisms to evaluate trends and improvement opportunities.
• Provide actionable feedback to agents and supervisors to improve service quality and operational efficiency.
• Collaborate with team leaders to address recurring quality issues and implement corrective actions.
• Ensure compliance with company policies, client requirements, and industry standards.