Training and Quality Assurance Specialist
Job Summary
To enhance customer service quality, the remote Training and Quality Assurance Specialist will evaluate customer interactions, design and deliver training modules, and provide constructive coaching to support team development in a full-time capacity.
Key responsibilities
- Evaluate customer interactions and work products against operational standards and service expectations
- Design, update, and deliver onboarding and continuous training modules
- Deliver objective coaching feedback to support individual and team development
Required qualifications
- Bachelor's degree or equivalent combination of education and experience
- 3+ years experience in a contact center/customer service environment
- Demonstrated experience providing quality feedback, coaching, or training
- Proficient in Mac OS, Google Workspace, QA software, and Learning Management Systems
- Ability to complete onboarding milestones and maintain a 90% calibration alignment score within 60 days
Complete Job Description
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