Role Summary:
The Customer Service Trainer is responsible for enhancing the quality, consistency, and effectiveness of Managed Services IT support calls. By delivering training programs that focus on customer handling and communication skills, this role drives higher CSAT, FCR, and QA scores. The trainer develops, delivers, and continuously improves training initiatives for service desk teams across various levels in an IT Managed Services environment.
Key Responsibilities:- Design and deliver call quality training programs for Managed Services employees (e.g. Level 1, Level 2, Level 3, RMM, Incident Management Analysts etc).
- Develop and train on email, chat, and ticket etiquette aligned with best practices.
- Conduct new-hire onboarding and refresher training focused on call handling excellence.
- Create role-play scenarios based on real customer issues and call recordings.
- Provide one-on-one or group coaching on:
- Tone, volume, pacing, and clarity
- Controlling calls and active listening
- Grammar and professional communication
- Empathy and conflict resolution
- Eliminating dead air and ensuring professionalism
- Written communication to customers
- Develop and maintain training materials including call flows, scripts, job aids, eLearning modules, and best practices.
- Collaborate with 3rd party vendors to create or enhance training programs when needed.
- Partner with Quality Assurance and Operations to align training content with service desk standards and customer experience goals.
- Create assessments, quizzes, and performance checkpoints to evaluate learning outcomes.
- Conduct call reviews, ticket audits, and customer interaction assessments.
- Analyse call audits, QA scores, and customer feedback to identify performance gaps.
- Work with Quality Analysts to address knowledge gaps and develop improvement plans.
- Support supervisors with remediation and agent development plans.
- Assist QA teams with calibration sessions to ensure scoring consistency.
- Track post-training performance improvements and update training programs accordingly.
- Sharing regular insights and recommendations to leadership around training effectiveness and performance improvements
Experience Required:
- 4 - 6 years in roles such as Customer Service Trainer or Quality Analyst
- Hands-on experience in call quality improvement, coaching, and performance management.
- Proven experience designing and delivering training programs to enhance call handling and customer communication.
- Experience conducting call audits, root cause analysis, and quality calibration sessions.
- Demonstrated success coaching agents in call flow, probing techniques, empathy, and resolution effectiveness.
- Familiarity with QA frameworks, CSAT, FCR, AHT, and repeat call reduction initiatives.
- Experience with e-learning tools, LMS platforms, or virtual training sessions.
Education:
- Bachelor's degree in communications, Education, Business, or related field (preferred).
Desirable Qualifications:
- Certifications in ITIL, Customer Service, or Training & Development.
Key Competencies:
- Strong coaching and mentoring skills.
- Excellent verbal and written communication.
- Customer-centric and quality-focused mindset.
- Data-driven approach to measuring training effectiveness.
- Ability to engage, influence, and motivate frontline teams.
- Strong presentation, facilitation, and interpersonal skills.
- Knowledge of customer service best practices, call handling, and email etiquette.
