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Training & Quality Assurance Specialist
Dinotech LtdTraining & Quality Assurance Specialist responsible for training and quality assurance for Customer Support team. Ensuring agents deliver exceptional service while adhering to company standards and compliance.
About the role
Key responsibilities & impact- Design, deliver, and evaluate onboarding and ongoing training programmes for Customer Support Agents
- Develop and maintain training materials including manuals and e-learning content
- Conduct regular refresher training on new products and policies
- Monitor and evaluate customer interactions to ensure adherence to quality standards
- Provide feedback and coaching to support agents based on evaluations
- Prepare and present reports on training and quality assurance results
- Collaborate with cross-functional teams to ensure timely operational updates
Requirements
What you’ll need- Strong coaching, mentoring, and presentation skills
- Excellent written and verbal communication
- Analytical mindset with the ability to identify trends and performance gaps
- Strong attention to detail and commitment to quality
- Excellent organisational and time management skills
- Ability to build positive working relationships across teams
- Proactive approach to problem-solving and continuous improvement.
Benefits
Comp & perks- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Training Program DesignE-Learning Content DevelopmentQuality Assurance MonitoringPerformance EvaluationReport Preparation
Soft Skills
CommunicationAttention to DetailTime ManagementRelationship BuildingProblem-Solving