Training Specialist and Quality Assurance

A. Position Overview

As a TQA (Quality Focused), you will play a dual-role as both a Training Specialist and Quality Analyst, ensuring that call centre agents are equipped with the right knowledge and consistently deliver high-quality service. You will design and deliver training programs, conduct quality monitoring, lead coaching sessions, and support continuous improvement initiatives. By integrating insights from performance trends and quality audits, you will directly influence agent development and customer satisfaction.

B. Key Responsibilities

Training & Development

Design, deliver, and manage new hire and refresher training programs focused on product knowledge, systems, and soft skills.

• Conduct on-the-job training (OJT), nesting support, and regular skills assessments.
• Customize learning plans based on QA insights and individual agent needs.

Continuously update training materials in collaboration with project teams and stakeholders.

Quality Assurance & Compliance

Monitor customer interactions to ensure compliance with Standard Operating Procedures (SOPs), customer service guidelines, and process standards.

Act as the subject matter expert (SME) for QA within the assigned project.

Coaching & Performance Management

Deliver one-on-one and group coaching sessions to improve agent performance.

Partner with Team Leaders and Ops to track progress and align performance goals.

Calibration & Collaboration

Facilitate calibration sessions to ensure consistency in QA scoring and evaluation.

Analyze QA and training data to generate actionable insights and drive process improvements.

Reporting & Continuous Improvement

Maintain detailed records of training sessions, QA evaluations, coaching interventions, and outcomes.

C.    Qualifications

Skills :

Proficiency in Microsoft products, especially Excel and PowerPoint