Role: Trainer/Quality Analyst
Account: eCommerce
Location: Casablanca, Morocco
Language: Spanish, French, English
Relocation Package: Offered for candidates leaving outside Casablanca or Morocco.
Position Summary
As an Operations Trainer & Quality Analyst, you play a critical role in improving agent performance and customer experience by connecting training, quality assurance, and operational insights. You deliver engaging training sessions, evaluate agent interactions across multiple channels, and use quality findings to identify performance gaps and implement targeted learning interventions. You collaborate closely with Operations leaders to ensure agents are equipped with the knowledge, skills, and behaviors required to meet performance and quality standards.
Training & Development
- Deliver engaging and effective training sessions on products, systems, and processes for new and existing agents using the client’s established training materials.
- Adapt training delivery to different learning styles to maximize knowledge retention and engagement.
- Oversee the onboarding process for new agents, including training logistics such as system access and training room setup.
- Monitor attendance, participation, and performance during training, recommending progression to production or termination when necessary.
- Assess post-training knowledge retention and support agents during nesting by identifying and addressing skill gaps through targeted coaching.
- Design or update training materials, refresher courses, and workshops based on operational needs and quality insights.
Quality Assurance
- Conduct regular audits of agent interactions across multiple channels including calls, emails, chat, and social media.
- Evaluate agent performance against established quality metrics and operational standards.
- Identify trends, compliance issues, and performance gaps, and provide actionable insights to Team Leaders and Operations managers.
- Conduct calibration sessions with
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