CS Learning & Development Associate (Quality Assurance)
Core
Develop training programs, monitor service quality, and optimize knowledge bases to ensure the customer service team has professional skills and resources.
Role type
Learning & Development Associate (Quality Assurance)
Builds
Training curricula, quality monitoring reports, and optimized knowledge management systems for the customer service team.
Domain
E-commerce / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Training program development, knowledge management, service quality auditing, multi-channel service review, data analysis with Excel, project management in fast-paced environments, problem-solving, logical critical thinking.
Preferred skills
Experience in e-commerce platforms or outsourced customer service environments, familiarity with Zendesk, proficiency with Power BI or Google Workspace.
Responsibilities
Execute onboarding training and update training materials; update knowledge management systems to align with policy changes and new product launches; conduct service quality audits across phone, email, and chat channels; prepare calibration meeting materials and track improvement progress.
Seniority
Individual Contributor, 1+ years experience