Summary

We are looking to hire a Quality Assurance and Training Specialist to join us in our mission to educate the world. The successful candidate will be responsible for leading investigations of complaints, ensuring quality standards across customer interactions, and driving continuous improvement through targeted training and coaching. The position will support operational excellence by identifying root causes of recurring issues, conducting quality audits and calibrations, and translating insights into effective training initiatives. This role will play a key part in enhancing customer experience, staff performance, and overall service quality.

Responsibilities

Perform regular quality checks on calls, emails, and social media channels to ensure adherence to compliance and service standards
Conduct sessions with Customer Support and Telesales teams to ensure uniform standards in performance assessment
Deliver direct, constructive feedback to staff based on audit findings and complaint outcomes to ensure effective feedback loops
Update training materials to specifically address insights identified from recent complaints and quality failures
Facilitate new-hire training and provide coaching to current employees to ensure role readiness and consistent performance
Deliver targeted training workshops on key soft skills and job-specific technical skills, based on quality findings, complaints analysis, and operational needs
Act as the lead investigator for complex or escalated complaints, conducting deep-dive reviews of customer interactions, system logs, and staff actions
Recommend fair outcomes or compensation for customers and draft professional, empathetic response letters or summaries
Keep a complaints register to monitor recurring issues and share insights with leadership

Qualifications & Work Experience

Bachelor's degree in any field
3+ years of relevant experience in quality assurance, customer service, or training within a call center or service environment
Proven experience conducting complaint investigations and root cause analysis and implementing corrective actions
Experience designing and delivering training programs for small to large teams
Exposure to quality audits, performance monitoring, and staff coaching
Proficiency in MS Office and experience using reporting tools with CRM or call center systems is an advantage

Behavioural Competencies

Strong analytical and problem-solving abilities
Excellent communication and interpersonal skills
Ability to provide constructive feedback and conduct coaching sessions effectively
Knowledge of quality monitoring techniques and complaint resolution methodologies
Strong organizational skills and attention to detail

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