Trainer & QA Customer Service

Design and deliver training programs for new hires (product knowledge, SOPs, tools, and soft skills). Conduct regular refreshment training for existing agents. Develop and update training materials based on updates from client

Evaluate training effectiveness through assessments (pre-test & post-test). Monitor agent interactions (chat, email, and calls) to ensure quality standards. Score interactions using the defined QA framework.

Identify performance gaps and areas for improvement. Prepare daily, weekly, and monthly QA reports. Conduct coaching sessions and calibration with agents.

Provide constructive feedback to improve performance. Collaborate with Team Leaders to implement improvement action plans. Coordinate with the client on SOP updates, policies, and KPIs.

Participate in calibration sessions with the client to maintain quality alignment. Provide insights on customer trends and recurring issues. Analyze root causes of performance issues.