
Customer Service Training and Quality Assurance Manager
2 days ago
About Us
We're a fast-growing e-commerce brand offering premium wellness and grooming products to customers around the world. Our mission is to deliver exceptional service and quality products that truly make a difference. As we continue to scale, we are looking for a dedicated Training and QA Manager to support our customer service team's growth and success.
Job Overview
We're hiring a Customer Service Training and Quality Assurance Manager who will play a key role in training new hires, ensuring service quality, and driving continuous performance improvement. You'll lead initiatives to enhance agent skills, improve customer satisfaction, and uphold our service standards.
Key Responsibilities
* Training & Onboarding
* Develop onboarding programs for new customer service agents
* Create training materials such as guides, videos, and quizzes
* Conduct refresher trainings and product knowledge sessions
* Assess training effectiveness using KPIs and evaluations
Quality Assurance
* Design QA scorecards aligned with key metrics (CSAT, AHT, FCR, etc.)
* Monitor email, chat, and call interactions for quality and compliance
* Provide coaching and feedback to agents to support their improvement
* Identify knowledge or process gaps and collaborate with team leads to resolve them
Performance Improvement
* Analyze performance data and customer feedback
* Assist in developing improvement plans based on QA insights
* Support agents in achieving performance benchmarks
* Recommend process updates to enhance customer experience and team efficiency
Documentation & Reporting
* Maintain accurate records of trainings, audits, and coaching sessions
* Prepare regular performance and QA reports for management
* Ensure compliance with internal policies and data handling standards
Qualifications
* 3–5 years of customer service experience (at least 2 years in QA/training)
* Strong communication and coaching skills
* Experience managing training and QA in remote teams
* Familiarity with Freshdesk, WooCommerce, and other customer service tools is a strong plus
* Detail-oriented with excellent analytical and reporting abilities
* Bonus: Experience with LMS platforms or knowledge base management
Preferred Tools & Software
* Freshdesk
* WooCommerce
* Google Workspace
* Slack
* QA/Training tools (optional but a plus)
What We Offer
* Competitive starting salary: $700 USD/month
* Monthly and quarterly bonus opportunities (after the first month)
* Long-term, stable, full-time role
* Flexible remote work environment
* Opportunities for growth and advancement within the company
* Supportive and collaborative international team
How to Apply
Please send your updated resume and a short cover letter explaining why you're a great fit for this role through or directly to Upgrade to see actual info sure to include "Training and QA Manager Application" in the subject line.
Only shortlisted candidates will be contacted for an interview.
We look forward to meeting you ????
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