About the Company
The TQE is responsible for ensuring the effectiveness and quality of training programs by evaluating training delivery, assessing trainer performance, and identifying gaps between training and actual customer service operations. This role works closely with Training, QA, and Customer Service/ Operations teams to drive continuous improvement and enhance overall service quality.
Responsibilities
- Conduct audits and evaluations of customer service training sessions across chat, email, and voice channels
- Assess trainer effectiveness and provide structured, actionable feedback
- Identify gaps between training outcomes and actual customer service performance
- Collaborate with CS, Training, and QA teams to enhance overall training quality
- Conduct and Monitor new hires post-training performance and onboarding readiness
- Lead calibration sessions to ensure consistency and alignment in evaluations
- Analyze key metrics (CSAT, QA scores, productivity) to drive data-backed improvements
- Support the continuous enhancement of training materials and SOPs
Qualifications
- 3 years of experience in Customer Service, Training, or QA
- Strong understanding of CS operations (chat, email, call handling)
- Experience in auditing, coaching, or quality evaluation
- Good analytical skills with a data-driven mindset
- Strong communication and stakeholder management skills
- Detail-oriented and able to identify performance gaps
