Training and Quality Analyst

Job Summary

A company is looking for a Training and Quality Analyst to enhance agent performance through effective training and quality analysis.

Key Responsibilities

• Identify gaps between agent training, product behavior, and support scenarios through quality reviews and trend analysis
• Translate operational insights into clear, executable Standard Operating Procedures (SOPs) and training materials
• Collaborate with cross-functional teams to address issues and maintain updated training resources

Required Qualifications

• Experience creating SOPs, training, or instructional materials
• Experience in quality review, auditing, or operational analysis
• Comfortable working with operational data and trends
• Able to work cross-functionally and independently
• Familiarity with AI-assisted support tools or knowledge bases is a plus