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Key Responsibilities:

Monitor and evaluate customer service interactions (Calls, Tickets, Chat) to ensure quality standards are met
Verify shipment records and system updates to ensure data accuracy
Identify operational errors and provide feedback for performance improvement
Prepare and support weekly quality reports using Excel
Conduct onboarding sessions for new hires and refresher/upskilling training for existing employees
Manage LMS activities including training materials, assessments, and quizzes
Track training progress and employee performance metrics

Senior Quality Assurance & Trainer