About the Role
This role is responsible for designing and delivering training initiatives, evaluating team performance, and maintaining quality benchmarks across customer-facing operations.
Responsibilities
- Design and implement onboarding and continuous training programs for customer service teams
- Monitor and assess team performance using defined quality metrics
- Deliver regular feedback sessions to improve individual and team outcomes
- Maintain up-to-date training materials and documentation
- Collaborate with team leaders to identify skill development needs
- Track quality assurance results and prepare performance reports
- Support the rollout of new processes and system updates
- Ensure compliance with service delivery standards
- Conduct regular audits of customer interactions
- Identify recurring issues and recommend corrective actions
- Coordinate training schedules aligned with operational demands
- Assist in the development of e-learning modules
- Gather and analyze feedback from trainees and supervisors
- Promote a culture of continuous improvement
- Act as a point of contact for quality-related inquiries
- Monitor adherence to internal procedures and guidelines
- Support the integration of new team members
- Evaluate training effectiveness through performance data
- Contribute to the refinement of quality evaluation frameworks
- Facilitate workshops and knowledge-sharing sessions
- Ensure consistent application of customer service protocols
- Work closely with HR on training-related initiatives
- Maintain training records and attendance logs
- Stay informed about industry best practices in training and quality management
- Assist in preparing materials for management reviews
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with office and remote options
Team
Part of the customer experience team supporting service excellence
Why Join Us
- Opportunity to shape training strategies in a growing organization
- Supportive environment that values professional development
- Dynamic workplace with a focus on innovation and service quality
Our Values
- Commitment to exceptional customer experiences
- Continuous learning and personal growth
- Collaboration and mutual respect across teams
Not available for this position
