PbRole /b: Trainer/Quality Analyst /ppbAccount /b: eCommerce /ppbLocation /b: Casablanca, Morocco /ppbLanguage /b: Spanish, French, English /ppbr/ppbWe offer Relocation Package for candidates leaving outside Casablanca or Morocco. /b /ppbr/ppbPosition Summary /b /ppAs 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. /ppbr/ppbTraining Development /b /pulliDeliver engaging and effective training sessions on products, systems, and processes for new and existing agents using the client’s established training materials. /liliAdapt training delivery to different learning styles to maximize knowledge retention and engagement. /liliOversee the onboarding process for new agents, including training logistics such as system access and training room setup. /liliMonitor attendance, participation, and performance during training, recommending progression to production or termination when necessary. /liliAssess post-training knowledge retention and support agents during nesting by identifying and addressing skill gaps through targeted coaching. /liliDesign or update training materials, refresher courses, and workshops based on operational needs and quality insights. /li /ulpbr/ppbQuality Assurance /b /pulliConduct regular audits of agent interactions across multiple channels including calls, emails, chat, and social media. /liliEvaluate agent performance against established quality metrics and operational standards. /liliIdentify trends, compliance issues, and performance gaps, and provide actionable insights to Team Leaders and Operations managers. /liliConduct calibration sessions with stakeholders to ensure consistency in the application of quality standards. /liliProvide focused QA support for new hires during nesting and their first 90 days in production. /li /ulpbr/ppbPerformance Improvement Operational Support /b /pulliFacilitate workshops or coaching sessions for underperforming agents based on QA findings. /liliUse quality data and operational insights to recommend improvements in processes, training, and agent performance strategies. /liliSupport complex customer issues or escalations when required by the account. /liliStay up to date with operational processes by participating in operations calls or other required activities. /liliCollaborate with Operations leaders and clients to align training initiatives with performance goals. /li /ulpbr/ppbTeam Stakeholder Support /b /pulliShare best practices and provide guidance to less experienced team members. /liliSupport the creation of QA and training presentations for leadership and client meetings. /liliParticipate in client interactions when required to represent training or quality insights. /li /ul