Role: Trainer/Quality Analyst
Account: eCommerce
Location: Casablanca, Morocco
Language: Spanish, French, English
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We offer Relocation Package 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 stakeholders to ensure consistency in the application of quality standards.
* Provide focused QA support for new hires during nesting and their first 90 days in production.
Performance Improvement & Operational Support
* Facilitate workshops or coaching sessions for underperforming agents based on QA findings.
* Use quality data and operational insights to recommend improvements in processes, training, and agent performance strategies.
* Support complex customer issues or escalations when required by the account.
* Stay up to date with operational processes by participating in operations calls or other required activities.
* Collaborate with Operations leaders and clients to align training initiatives with performance goals.
Team & Stakeholder Support
* Share best practices and provide guidance to less experienced team members.
* Support the creation of QA and training presentations for leadership and client meetings. xohynlm
* Participate in client interactions when required to represent training or quality insights.