QA & Training Officer

Oversees the design, implementation, and monitoring of service quality and staff capability programs across all Customer Care channels. The role ensures alignment of service delivery with internal standards, compliance expectations, and customer satisfaction goals. It leads the QA and Training team in monitoring agent performance, conducting audits, and delivering effective onboarding and upskilling programs. The position serves as a quality gatekeeper and capability enabler for all frontline and support teams. By institutionalizing feedback, coaching, and performance calibration, the role ensures continuous improvement and operational consistency.

Job Qualifications:

Bachelor's degree in Education, Business, Communication, or related course

At least 3 years of experience in quality assurance and training within a customer care or service operations environment

Strong knowledge of QA frameworks, training design, facilitation, and feedback delivery

Analytical and process-driven with excellent coaching and mentoring skills

Proficiency in QA monitoring systems and learning management tools