Quality Control and Trainer Staff

Job Description:1.Monitor and evaluate Customer Service interactions across chat, call, email, and ticketing channels.2. Assess service quality based on established quality parameters, policies, and standard operating procedures (SOPs).3. Identify performance gaps, recurring issues, root causes, and opportunities for improvement.4. Provide feedback, coaching, and actionable recommendations to agents to enhance service quality and performance.5. Prepare and deliver training sessions related to product updates, process changes, and SOP enhancements.6. Support continuous improvement initiatives aimed at enhancing service quality and customer satisfaction.Job Requirements:1. Minimum 1 year of experience as a Quality Control, Quality Assurance, or Trainer.2. Strong understanding of Customer Service operations and service quality standards.3. Strong analytical and problem-solving skills.4. Excellent communication and presentation skills.5. Proficient in Microsoft Excel and/or Google Sheets for reporting and data analysis purposes.6. Able to develop simple training materials and deliver information effectively.7. Able to work independently as well as collaboratively within a team.