QA/TRAINER

The Trainer / QA Specialist is responsible for building capability and improving performance across the e-commerce email support team. This role owns training delivery, quality audits, and structured coaching to ensure agents consistently meet customer experience standards, guidelines, and procedures.

This role plays a critical part in scaling the operation, improving accuracy, and driving continuous improvement.

Key Responsibilities

Training & Upskilling

• Deliver onboarding training for new hire waves/batches
• Conduct refresher and upskilling sessions as processes evolve
• Translate client guidelines and SOPs into clear training materials
• Support transition from client-led to internal training ownership

Quality Assurance

• Perform regular quality audits on email cases
• Evaluate adherence to:
• Brand voice and tone
• Customer service guidelines
• Policies, procedures, and compliance standards
• Maintain QA scorecards and performance documentation

Coaching & Performance Improvement

• Provide direct 1:1 coaching based on QA results and trends
• Track individual and team performance improvement plans
• Identify recurring errors, gaps, and training needs
• Partner with Ops Supervisor to reinforce coaching on the floor

Reporting & Insights

• Trend common quality issues and performance gaps
• Provide actionable insights and recommendations to leadership
• Support continuous improvement initiatives and SOP enhancements

Qualifications & Experience

• 2–4 years experience in training, QA, or quality management within BPO or e-commerce support
• Strong background in email-based customer support
• Experience delivering structured training programs
• Strong analytical skills with attention to detail
• Confident communicator with strong coaching presence