Quality & Training Specialist

About the role

We are seeking a Quality & Training Specialist to support our Customer Operations team. You will drive our quality assurance framework, expand AI‑powered checks, track quality metrics and turn insights into coaching and training actions.

Key responsibilities

• Conduct systematic QA evaluations across customer interaction channels using manual and automated methods.
• Operate and optimise AI‑powered auto‑QA systems, ensuring scoring accuracy and identifying coaching opportunities.
• Expand the QA framework with new AI‑performed checks as interaction types evolve.
• Develop and maintain QA scorecards aligned with business and customer experience goals.
• Track and analyse quality metrics such as CSAT, process and compliance adherence, and agent performance trends.
• Support the Training & Quality Lead in designing training programmes and onboarding curricula based on QA findings and skill gaps.
• Assist in delivering coaching sessions and group workshops.
• Collaborate with the Knowledge Management Specialist to keep training resources, knowledge‑base articles and SOPs up to date.
• Ensure customer interactions meet internal quality standards and regulatory compliance.
• Identify process gaps and recommend systematic improvements.
• Analyse data to spot trends, sentiment patterns and emerging training needs, and provide actionable feedback to team leads and agents.

Required profile

• Minimum 2 years of experience in quality assurance, training or related customer operations roles.
• Strong analytical mindset with ability to translate data insights into actionable coaching.
• Excellent communication and collaboration skills to work with cross‑functional teams.

Required skills