Description

The Trainer & Quality Auditor is a high-impactful dual role that transforms performance through strategic training design and data-driven quality insights. You'll create engaging learning experiences while conducting audits that uncover critical improvement opportunities. By analyzing performance data and audit findings, you'll identify skill gaps, design targeted interventions, and measure real results — directly shaping operational excellence and team success.

Key job responsibilities

- Design and deliver instructor-led training programs for new hires and tenured employees, ensuring content aligns with accuracy, performance goals, and operational standards
- Conduct quality audits per cycle, evaluating interactions against defined standards and documenting findings with structured, actionable feedback
- Analyze audit data to identify performance gaps, root causes, and systemic issues — translating insights into targeted interventions such as refresher training, job aids, coaching guides, or process clarifications
- Track intervention effectiveness using key metrics — FCR, NRR, and initiated call rates — and prepare narrative-style performance reports that highlight trends, patterns, and the measurable impact of interventions on team performance
- Present findings and recommendations to stakeholders in a clear, concise format
- Participate in calibration sessions to ensure audit consistency and contribute to the development of quality frameworks and training standards
- Support the exploration of AI-assisted auditing tools to scale quality coverage across multiple languages
- Demonstrate agile support through cross-functional collaboration and quick response to emerging quality and training needs across teams
- Provide hands-on operational support during peak periods or critical business needs, including direct case processing when required