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Job Description
Job Title: Training & Quality Specialist
Location: 6th October City
Department: Operations / Customer Experience
Employment Type: Full-Time
About the Role:
We are seeking a highly motivated Training and Quality Specialist to join our team .The ideal candidate will have a strong background in contact center operations, with hands-on experience in delivering training and monitoring quality performance. This role is crucial in driving continuous improvement in service delivery and ensuring our team meets operational standards and customer expectations.
Key Responsibilities:
Training:
- Design, develop, and deliver onboarding programs for new hires.
- Conduct refresher training and up-skilling sessions for existing staff.
- Evaluate training effectiveness through assessments, feedback, and performance metrics.
- Collaborate with subject matter experts to ensure training materials are accurate and up-to-date.
- Maintain training records and prepare reports for internal stakeholders.
Quality Assurance:
- Monitor and evaluate agent interactions (calls, chats, emails) for adherence to quality standards.
- Provide constructive feedback and coaching to agents based on quality audits.
- Identify trends, knowledge gaps, and areas for improvement.
- Develop and update quality scorecards and SOPs.
- Work with team leads and management to implement quality improvement plans.
Job Requirements
Qualifications & Skills:
- Minimum 2 years of experience in a Training or Quality Assurance role within a contact center environment.
- Strong understanding of contact center metrics, KPIs, and customer service standards.
- Excellent communication and presentation skills in English.
- Proficient in Microsoft Office tools (Excel, PowerPoint, Word).
- Strong analytical and problem-solving skills.
- Ability to manage multiple tasks and work independently in a fast-paced environment
Preferred Qualifications:
- Experience with quality management tools or learning management systems (LMS).
- Certification in training delivery, coaching, or quality assurance is a plus.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to grow in a dynamic, fast-paced environment.
- A collaborative and inclusive team culture.
