Training and Quality Lead

Quality Framework & Calibration

• Operationalize and execute client-approved QA frameworks, evaluation forms, and scoring guidelines across voice, chat, and email channels.
• Lead regular calibration sessions with client QA, BPO QA analysts, and team leads to maintain scoring consistency across sites.
• Review policy, process, and Knowledge Base (KB) updates before release to confirm accuracy and agent usability.
Training Design & Agent Enablement

• Design and deliver onboarding, nesting, upskill, and refresher training for new hires, tenured agents, and team leads.
• Translate policy, process, and KB updates into change-management content: release notes, job aids, quick-reference guides, and short refresher sessions delivered before go-live.
• Build scenario-based roleplays, simulations, and assessments within nesting and onboarding curricula.
• Run knowledge checks and certification assessments to confirm agent readiness before production.
• Equip team leads and coaches with coaching guides tied to audit findings so that behavior gaps are corrected at the floor level.
Operational Auditing & Performance Monitoring

• Conduct daily audits of live interactions to detect incorrect policy applications, process deviations, knowledge gaps, and journey drops.
• Audit escalations and transfers to evaluate context handoff, CRM documentation accuracy, and handle times.
• Audit agent use of KB articles and tools, distinguishing process- or content-driven defects from agent-driven (skill or will) gaps.
Closed-Loop Feedback & Defect Analysis

• Perform root-cause analysis on resolution failures, escalation spikes, and recurring customer friction points, classifying each as a process, knowledge, system, or training root cause.
• Synthesize audit data into weekly reports; feed insights to client Operations, KB Managers, and Product teams for process and content improvements.
• Convert agent-driven defects into targeted training interventions, coaching plans, and refresher content, and track post-intervention improvement.
• Identify KB content gaps and recurring traveler queries, recommending new or updated articles.

Function: Quality Assurance
Experience Level: Not Applicable