Senior Training & Quality Assurance Strategist
Core
Design and scale training and quality assurance programs for Customer Operations to ensure consistent support quality across internal teams and outsourced partners.
Role type
Senior Training & Quality Assurance Strategist
Builds
Training curriculum, quality rubrics, calibration processes, and a company-wide customer advocacy program
Domain
Customer Operations / Contact Center / Learning & Development
Required skills
Training curriculum design, Quality Assurance (QA) program design, Knowledge base management, Learning Management System (LMS) management, Root-cause analysis, Data fluency, Process improvement, Adult learning facilitation, Cross-functional influence, AI-enabled QA tools
Preferred skills
Experience with outsourced partner management, Experience with automated QA tools
Technologies
LMS, AI-enabled QA tools, Knowledge base systems
Responsibilities
Design training curriculum and quality rubrics, Own agent knowledge base, Identify skill gaps using QA data, Measure training impact on performance, Audit workflows and run root-cause analysis, Lead calibration sessions, Utilize AI tools for interaction review, Manage customer advocacy training program
Seniority
Senior, hands-on IC