Job Description

Summary

We are looking to hire a Quality Assurance and Training Specialist to join us in our mission to educate the world. The successful candidate will be responsible for leading complaint investigations, ensuring quality standards across customer interactions, and driving continuous improvement through targeted training and coaching. The position will support operational excellence by identifying root causes of recurring issues, conducting quality audits and calibrations, and translating insights into effective training initiatives. This role will play a key part in enhancing customer experience, staff performance, and overall service quality.

Responsibilities

Perform regular quality checks on calls, emails, social media to ensure adherence to compliance and service standards. Conduct sessions with Customer support and Telesales teams to ensure uniform standards in performance assessment. Deliver direct, constructive feedback to staff based on audit findings and complaint outcomes to ensure effective feedback loops. Update training materials specifically to address insights identified from recent complaints and quality failures. Facilitate new-hire training and provide employees' coaching to ensure role readiness and consistent performance. Deliver targeted training workshops on key soft skills and job-specific technical skills, based on quality findings, complaints analysis, and operational needs. Act as the lead investigator for complex or escalated complaints, conducting deep-dive reviews of customer interactions, system logs, and staff actions. Recommend fair outcomes or compensation for customers and draft professional, empathetic response letters or summaries. Keep a complaints register to monitor recurring issues and share insights with leadership.

Qualifications & Work Experience

Bachelor's degree in any field 3+ years of relevant experience in quality assurance, customer service, or training within a call center or service environment Proven experience conducting complaint investigations, root cause analysis, and implementing corrective actions Experience designing and delivering training programs for small to large teams Exposure to quality audits, performance monitoring, and staff coaching Proficiency in MS Office and reporting tools experience with CRM or call center systems is an advantage

Behavioural Competencies

Strong analytical and problem-solving abilities Excellent communication and interpersonal skills Ability to provide constructive feedback and conduct coaching sessions effectively Knowledge of quality monitoring techniques and complaint resolution methodologies Strong organizational skills and attention to detail



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