Quality and Training Specialist

Description of Duties:

• Participate in customer and client feedback programs to identify customer needs, expectations, and service improvement opportunities.

• Monitor the quality and effectiveness of all customer interactions, including incoming/outgoing calls, emails, and chats.

• Identify weaknesses in agent performance and recommend practical solutions for improvement.

• Ensure full compliance with the company's quality standards and processes.

• Detect and suggest opportunities for process improvements to enhance overall service delivery.

• Provide agents with timely and constructive feedback through both verbal and written communication.

• Maintain in-depth knowledge of the company’s products, services, and performance standards to support accurate and effective evaluations.

Requirement (qualifications and specifics):

2+ years of experience in a contact center environment, preferably in a QA, training, or supervisory role.

Strong understanding of quality assurance standards and adult learning principles.

Proficient in using training tools (e.g., LMS), call monitoring systems, and productivity software (Excel, PowerPoint, Word).

Excellent communication, presentation, and coaching skills.

Strong attention to detail, analytical mindset, and ability to handle multiple tasks.

Team player with a proactive attitude toward problem-solving and performance improvement.

Familiarity with COPC, ISO standards, or other quality frameworks is a plus.