Senior Quality Assurance & Trainer

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

Requirements:

• 3 years of experience in Quality Assurance and Training
• Experience in Customer Service, Call Center, or Logistics environment preferred
• TOT (Training of Trainers) certificate is a plus
• Experience with LMS platforms and CRM/Logistics systems
• Strong command of Microsoft Excel
• Strong communication skills with high attention to detail