Quality Assurance (QA) & Trainer – Technical Support Engineers

Quality Assurance (QA) & Trainer – Technical Support Engineers

Job Description

We are looking for a Quality Assurance (QA) & Trainer to support the development and performance of our Technical Support Engineers (TSEs) supporting PRTG Network Monitor.

This role is responsible for evaluating the quality of customer interactions, identifying performance and knowledge gaps, delivering coaching sessions, and facilitating technical and soft-skills training. The QA & Trainer will play a critical role in ensuring consistent service quality, improving technical proficiency, and supporting the continuous growth of the Technical Support team.

Key Responsibilities:

• Monitor and evaluate Technical Support Engineers' interactions across tickets, chat, email, and phone channels.
• Conduct quality audits and provide constructive feedback based on established quality standards.
• Track and analyze performance metrics, quality scores, and customer feedback.
• Identify trends, recurring issues, and opportunities for improvement.
• Perform calibration sessions with Team Leads and stakeholders to maintain scoring consistency.
• Ensure adherence to support processes, documentation standards, and customer service best practices.
• Generate quality reports and provide recommendations to improve team performance.

• Facilitate onboarding training for newly hired Technical Support Engineers.
• Deliver technical and soft-skills training programs to support employee development.
• Conduct refresher training sessions based on quality findings, product updates, and process changes.
• Provide one-on-one coaching to address knowledge gaps and improve performance.
• Create and maintain training materials, presentations, assessments, and learning resources.
• Support knowledge-sharing initiatives and promote best practices across the team.
• Evaluate training effectiveness through assessments, quality improvements, and performance results.

• Develop and maintain training documentation, support guides, and knowledge base content.
• Collaborate with Subject Matter Experts (SMEs) to ensure training materials remain accurate and up to date.
• Identify documentation gaps and recommend process improvements.

• Bachelor's degree in Information Technology, Computer Science, Education, or a related field, or equivalent experience.
• 3+ years of experience in Technical Support, Quality Assurance, Training, or a related role.
• Experience conducting quality reviews and providing performance coaching.
• Experience delivering training in a technical support or IT environment.
• Strong understanding of customer support processes and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Strong presentation, facilitation, and coaching skills.
• Strong analytical and problem-solving abilities.
• Experience using ticketing systems such as Zendesk, ServiceNow, Jira, or similar platforms.
• Fluent in English.

• Experience supporting or training teams working with monitoring solutions such as PRTG, Nagios, Zabbix, or SolarWinds.
• Experience creating e-learning content, assessments, and technical documentation.
• Familiarity with adult learning principles and instructional design methodologies.
• Experience using Learning Management Systems (LMS).
• Knowledge of coaching frameworks and performance management practices.
• Understanding of Quality Assurance methodologies and continuous improvement principles.
• ITIL Foundation certification or equivalent service management knowledge.

Company Information

Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real results. ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.

Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ