Ensuring that new call center agents have a clear understanding of the company's values and customer service standards, as well as brand procedures and system protocols.
Staying updated on product and service offerings to provide accurate and up-to-date information during training sessions.
Developing training modules focused on system and product knowledge, selling skills, customer handling techniques, and problem-solving skills, and deliver these to the call center vendor partners for constant training reinforcement.
Monitoring the performance of call center agents through call monitoring, quality assurance scorecards, and others during the training period and beyond.
Designing and developing materials, programs, curriculum, and course-level content to support online or on-site training that will facilitate structured course requirements through classroom and self-learning options.
Collaborating with the partner’s QA Departments to align on QA Metrics and goals, as well as agent QA performance.

Minimum 5 years of experience in developing and delivering training programs, preferably in a call center environment.
Experience in home services, selling, and contact centers a plus.
Strong skills in selling, customer service, presentation, facilitation, and training delivery.
Ability to work independently and collaboratively, manage multiple projects, and complete the full training cycle.
Proficiency in training methodologies (adult learning, instructional design), e-learning software, and technical writing.
Excellent communication, analytical, and problem-solving skills.
Sense of humor.

Training and Quality Assurance Specialist

Key skills