Quality Assurance Trainer, Training and Quality Control

About the role

The Trainer & Quality Auditor role combines instructional design with data‑driven quality analysis to elevate performance across the organization. You will create engaging learning experiences for new hires and seasoned staff while conducting audits that reveal improvement opportunities.

Key responsibilities

• Design and deliver instructor‑led training programs aligned with operational standards.
• Conduct regular quality audits, evaluate interactions, and provide structured feedback.
• Analyze audit data to identify performance gaps, root causes, and systemic issues.
• Develop targeted interventions such as refresher training, job aids, coaching guides, or process clarifications.
• Track effectiveness of interventions using metrics like FCR, NRR, and call initiation rates.
• Prepare narrative performance reports and present findings to stakeholders.
• Participate in calibration sessions and contribute to quality framework development.
• Support exploration of AI‑assisted auditing tools for multi‑language coverage.
• Provide operational support during peak periods, including direct case processing when needed.

Required profile

• Bachelor’s degree completed.
• Background in Accounts Receivable or Accounts Payable.
• 2+ years experience in communication programming/projects.
• 3+ years experience in a training and quality role.
• Excellent written and verbal communication skills.
• Proven ability to plan, organize, and execute learning interventions from concept to completion.
• Track record of creating process‑improvement projects.
• Proficiency in MS Office.

Required skills

• MS Office
• Oracle Financials
• SAP
• Other ERP tools
• Quality audit tools
• Learning Management Systems (LMS)
• AI‑assisted auditing tools (preferred)