Executive - Training & Quality

Role summary

This position combines customer support training with quality analysis. The person in this role will build and run learning programs for support agents, help new joiners settle into the process, coach lower-performing agents, and make sure the team follows internal standards, policies, and service expectations. In parallel, the role involves auditing customer conversations across voice, chat, and email to maintain quality, surface gaps, and support continuous improvement.

Training delivery

• Run new-hire training batches for customer support staff.
• Provide training on processes, products, and internal tools.
• Support on-the-job training and help trainees transition smoothly into live operations.
• Conduct refresher sessions when performance data or operational feedback points to skill gaps.

Performance improvement

• Work with quality and operations teams to identify knowledge and behavior gaps.
• Deliver targeted coaching and training for lower-performing agents to improve CSAT, quality, and productivity.
• Track trainee progress and share actionable feedback for improvement.

Training content development

• Create and revise training modules, SOPs, knowledge-base content, and facilitator material.
• Build assessments, quizzes, and certification tests to check understanding.
• Update learning content whenever processes or products change.

Stakeholder collaboration

• Coordinate closely with operations, quality, and process excellence teams to keep training aligned with business objectives.
• Join calibration and review sessions to understand expected quality standards.

Tracking and reporting

• Monitor training completion, certification outcomes, and performance improvements after training.
• Maintain training trackers and share status updates with management.

Quality monitoring

• Audit customer interactions across calls, chats, and emails on a regular basis.
• Evaluate interactions against approved quality parameters and audit frameworks.
• Ensure agents follow process guidelines, company policies, and service standards.

Feedback and coaching

• Share clear, constructive feedback with agents and team leads based on audit findings.
• Call out improvement areas while also recognizing strong performance.
• Conduct quality coaching sessions to help improve agent outcomes.

Calibration and alignment

• Take part in internal and client calibration sessions to keep evaluation standards consistent.
• Confirm that audit scoring stays aligned with quality expectations.

Process improvement

• Spot recurring issues, process breakdowns, and customer pain points.
• Share insights with operations, training, and management stakeholders.
• Recommend changes that improve customer experience and operational efficiency.

Reporting and analytics

• Prepare quality dashboards and performance reports.
• Track trends in CSAT, compliance misses, and behavioral gaps.
• Highlight risks and areas where improvement is needed.

Compliance and governance

• Enforce zero-tolerance policies and compliance requirements.
• Escalate serious concerns such as rude conduct, policy breaches, or other non-compliant behavior.

Qualifications and experience

The preferred profile is a graduate from any discipline with at least 2 years of experience in customer support, training, or quality auditing. Experience in contact center environments, including chat, voice, or email support, is preferred.

Key skills

• Strong verbal and written communication
• Presentation and facilitation ability
• Coaching and feedback delivery
• Training module simplification
• Customer support operations knowledge
• Analytical and observation skills
• Understanding of CSAT, QA scores, and FCR