Key Responsibilities:

1. Development & Training (D&T)Onboarding & Nesting: Design, update, and deliver comprehensive onboarding programs for new customer care representatives to ensure a seamless transition into production.
2. Continuous Learning: Identify skill gaps and design ongoing refresher training, product updates, soft skills workshops, and compliance modules.
3. Instructional Design: Create engaging training collateral, including playbook manuals, e-learning modules, quizzes, and role-play scenarios.
4. Effectiveness Tracking: Measure the ROI of training initiatives by tracking key performance metrics (e.g., Time-to-Fluency, First Contact Resolution) post-training.
5. Internal Quality Assurance (QA)-QA Framework Management: Overhaul and maintain the quality evaluation framework for all customer touchpoints (Voice, Email, Chat, Social Media).
6. Auditing & Calibration: Conduct regular case audits and lead weekly/monthly calibration sessions with Team Leads and QA analysts to eliminate bias and ensure scoring consistency.
7. Root Cause Analysis (RCA): Deep-dive into customer escalations, low CSAT/NPS scores, and bottom-quartile agent performance to uncover systemic issues and build corrective action plans.
8. Feedback Loop: Bridge the gap between Quality and Training by turning QA insights into immediate, actionable coaching interventions.
9. Leadership & Team Management-Team Supervision: Direct line management of Quality Analysts and/or Trainers, setting clear KPIs, providing mentorship, and managing their career development.
10. Stakeholder Collaboration: Partner closely with Operations Managers and Team Leads to align training and quality goals with overall business objectives.
11. Reporting: Present weekly and monthly Training & Quality metrics to senior leadership, highlighting trends, achievements, and areas of concern.

Ideal Candidate:

1. Experience: 4+ years of experience in Customer Service/Support operations, with at least 2 years in a dedicated Training or Quality Assurance role (e.g., Senior Trainer, QA Lead, or Associate AM).
2. Tools & Technology: * Proficiency with CRMs (e.g., Salesforce, Zendesk, Freshdesk).
3. Experience with QA software (e.g., Playvox, MaestroQA, Klaus) and Learning Management Systems (LMS).
4. Analytical Power: Strong data fluency. You should be comfortable pivoting data in Excel/Sheets to find the "why" behind the numbers.
5. Communication Mastery: Exceptional verbal, written, and presentation skills. You can explain complex policies simply and deliver constructive feedback gracefully.