QA Analyst & Training Associate

He/she also ensures the accuracy and quality of client communications by monitoring customer interactions across email, chat, and other channels. Conducts evaluations, provides coaching and constructive feedback, prepares QA reports, and collaborates with associates, team leads, and clients to maintain service quality and performance standards.

• Facilitates efficient and effective training classes for new hires and tenured personnel
• Monitors and reviews the progress of new hires
• Manages the performance of the new hires in compliance to the company policies and procedures
• Coordinates with Human Resources as well as with Leads and Managers for training workflows and training schedules
• Develops, maintains, and improves new hire onboarding & training program curriculum, modules, labs, lesson plans, and manuals that are aligned to the overall organizational goals
• Utilizes activities, exercises, and evaluation methods to gauge the trainees’ performance during and post-training
• Accomplishes accurate training and QA reports
• Works closely with the Support Team to diagnose poor performance problems, to assess training needs, and to recommend performance improvement plans
• Works closely with the Operations team on operational updates that would require updating training materials and enabling the Support team
• Collaborates with other internal departments, such as the Product team and other Support leaders, to deliver enablement of new product releases and other continuous training presentations as needed

• To increase the CSAT and Ease of Use scores 5%+ by the end of the year and each quarter after that. Striving for 96% for both
• Quality inconsistencies identification, and implementation of measures for remedial and improvement whenever necessary
• Achieve 100% of quality chat and email monitoring goals per client contract
• Development and implementation of quality-related training on topics meant to assure adherence to process and product knowledge, and assure improvement
• Quality feedback and coaching sessions with required follow-up actions
• Learn key business objectives, timeframes, and requirements associated with each quality goal and task
• Understand and improve the key success metrics associated with the quality department
• Deliver consistent high-quality customer service – maintaining a positive, respectful and caring attitude
• Escalate and identify department issues as appropriate. Providing the scope of the problem and the relative urgency with clear documentation of each issue
• Other admin tasks related to the role

• Ability to directly deliver feedback to the associates, copying the team leads for awareness, and continual coaching to meet goals
• Ability to create process improvement templates to track team members and follow up on actions
• Excellent verbal, written, and interpersonal communication skills to perform coaching sessions, ad hoc trainings, and facilitate new hire training classes
• You can describe yourself as having: Outstanding customer service skills, analytical, a team player, collaborative, being proactive, dedicated, and results-oriented
• Ability to manage demanding timelines
• Ability to make recommendations and deliver improvements to QA & Training processes
• Flexibility to work on a shift-based schedule with 24/7 rotation
• Excellent organizational skills