Quality Assurance and Training Specialist

Summary
We are looking to hire a Quality Assurance and Training Specialist to join us in our mission to educate the world. The successful candidate will be responsible for leading investigations of complaints, ensuring quality standards across customer interactions, and driving continuous improvement through targeted training and coaching. The position will support operational excellence by identifying root causes of recurring issues, conducting quality audits and calibrations, and translating insights into effective training initiatives. This role will play a key part in enhancing customer experience, staff performance, and overall service quality.

Responsibilities

+ Perform regular quality checks on calls, emails, and social media channels to ensure adherence to compliance and service standards

+ Conduct sessions with Customer Support and Telesales teams to ensure uniform standards in performance assessment

+ Deliver direct, constructive feedbac...