Training & Quality Lead
3 weeks ago
- Oversee the Process Specialists and Trainers, ensuring alignment with company goals and objectives.
- Lead the creation, design, documentation, evaluation, and updating of customer service processes. Ensure all processes are data-driven and aligned with business goals.
- Develop and implement training programs for all customer service employees, including BPO trainers, in-house agents, and freelancers etc.
- Work closely with other departments to translate company-wide process goals into actionable customer service strategies.
- Identify areas for process and training improvements, present data-driven findings, and implement recommendations.
- Ensure all customer service knowledge is accurately maintained and accessible via the Agent Knowledgebase.
- Monitor and analyze key performance indicators (KPIs) related to customer service processes and training effectiveness.
- Lead and manage a team of 7 QA analysts, 4 trainers and 2 process analysts.
- Create a structured overview of QA responsibilities and propose improvements for the way of working and division of tickets by channel, vertical, and project.
- Improve reporting quality with clear, actionable insights to establish handover processes to training teams, ensuring that key insights from QA translate into training initiatives.
- Deliver high-level reports showing top QA mistakes and outline corrective actions to share with stakeholders.
- Analyze ticket trends and define areas for prevention and efficiency and act upon these areas.
- Develop an improved strategic training overview: overview of types of training, delivery methods, and timing (e.g., blogs, location-based, remote).
- Innovate training methods to improve retention and engagement.
- Recommend or design tooling/automation solutions to improve efficiency of QA workflows and trainings processes.
- 10+ years in QA, Training, or Process Improvement roles, ideally within customer service or operations.
- Experience managing QA or training teams, with strong leadership and coaching skills.
- Strong analytical skills and comfort with tools (Excel, QA software, reporting dashboards).
- Proven ability to create efficient processes and reduce inefficiencies.
- Excellent communicator – able to translate insights into action and influence stakeholders.
- Experience with automation, ticketing systems, or AI-based QA tools is a strong plus.
- Experience with tools or platforms for QA automation or ticket selection logic.
- Background in customer success metrics and stakeholder engagement strategies.
- Familiarity with LMS systems or digital training design tools.
If you are a detail-oriented and proactive leader with a passion for optimizing customer service processes and training programs, we encourage you to apply for the position of Lead Process and Training. Please submit your resume and cover letter detailing your relevant experience.
Job Details- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Training and Quality Assurance
- Industries: Retail
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