Customer Support Trainer & Quality Analyst :
Role Overview :
The Customer Support Training & Quality analyst is responsible for designing, delivering, and improving training programs for customer support agents to ensure they have the necessary knowledge, skills, and behavioral competencies to deliver excellent customer experiences. The role focuses on onboarding new hires, conducting refresher sessions, improving the performance of bottom-quartile agents, and ensuring agents are aligned with company processes, policies, and quality standards. As quality analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions across voice, chat, or email channels. The role ensures that agents adhere to company processes, maintain high service standards, and deliver excellent customer experience while meeting operational metrics
Key Responsibilities :
Training Delivery
. Conduct New Hire Training (NHT) programs for customer support agents. . Deliver process training, product training, and tool training. . Facilitate OJT (On-the-Job Training) and ensure smooth transition of trainees to the production floor. . Conduct refresher training sessions for agents based on performance gaps identified by Quality or Operations.
Performance Improvement
. Identify knowledge gaps and behavioral gaps in agents through collaboration with Quality and Operations teams. . Provide focused training interventions for bottom quartile performers to improve CSAT, quality scores, and productivity. . Monitor trainees performance and provide feedback for improvement.
Content Development
. Develop and update training modules, SOPs, knowledge base articles, and training materials. . Create assessments, quizzes, and certification tests to evaluate trainee understanding. . Ensure training materials are updated based on process changes or product updates.
Stakeholder Collaboration
. Work closely with Operations, Quality, and Process Excellence teams to align training with business goals. . Participate in calibrations and feedback sessions to understand quality expectations.
Reporting & Tracking
. Track training completion, certification results, and post-training performance improvements. . Maintain training reports and share updates with management.
Quality Monitoring
. Conduct regular audits of customer interactions (calls, chats, or emails). . Evaluate interactions based on defined quality parameters and audit frameworks. . Ensure agents comply with process guidelines, policies, and service standards.
Performance Feedback
. Provide constructive feedback to agents and team leaders based on audit findings. . Highlight areas of improvement and recognize good performance. . Conduct quality coaching sessions to improve agent performance.
Calibration & Alignment
. Participate in internal and external calibration sessions with Operations and clients to maintain consistency in quality evaluation. . Ensure audit scoring is aligned with quality standards and expectations.
Process Improvement
. Identify recurring issues, process gaps, and customer pain points. . Share insights with Operations, Training, and Management teams. . Recommend process improvements to enhance customer experience and efficiency .
Reporting & Analytics
. Prepare and maintain quality performance reports and dashboards. . Track trends in CSAT, compliance errors, and behavioral gaps. . Highlight risk areas and improvement opportunities. . Compliance & Governance
. Ensure adherence to Zero Tolerance (ZT) policies and compliance guidelines. . Escalate critical issues such as rude behavior, policy violations, or non-compliance.
Key Skills Required
. Strong communication and presentation skills . Ability to simplify complex processes into easy training modules . Strong facilitation and coaching skills . Knowledge of customer support operations . Good analytical and feedback delivery skills . Strong analytical and observation skills . Excellent written and verbal communication . Ability to deliver constructive feedback . Good understanding of customer service metrics (CSAT, QA scores, FCR, etc.) Preferred Qualifications
. Graduate in any discipline . 2+ years of experience in customer support or training roles . Experience in contact center/chat/voice support environments/quality auditing . Experience in chat, voice, or email support quality monitoring
