CS Quality & Training Lead

Key Responsibilities

• Design, develop, and deliver training programs for new hires and existing employees.
• Conduct onboarding sessions to familiarize employees with company policies, systems, and expectations.
• Update training materials regularly based on new processes and product updates.
• Evaluate the effectiveness of training programs through employee assessments and feedback.

• Monitor and evaluate customer interactions (emails/chats) to ensure compliance with quality standards.
• Develop and maintain quality frameworks and scorecards to assess team performance.
• Identify knowledge gaps and recommend targeted training sessions for improvement.
• Provide constructive feedback and coaching to customer service agents.
• Analyse trends in customer complaints and performance metrics to identify areas for improvement.
• Generate detailed reports on service quality and training outcomes for management review.

• Collaborate with management to align training and quality objectives with organizational goals.
• Work on strategic projects and ensure business readiness
• Stay updated on industry best practices and incorporate them into training and quality programs.
• Promote a culture of continuous learning and service excellence within the team.
• Ensure all customer service employees are equipped with the skills and knowledge to meet and exceed customer expectations.
• Work across markets and regions globally

Skills, Knowledge & Expertise

• 4+ years of experience of global experience in customer service
• Quality assurance, training design and delivery experience (virtual/classroom/blended)
• Worked with different countries and understand how local market nuances impact quality
• Experience working in a digital world, with digital contact channels
• Good planning and execution skills
• An analytical, inquisitive and problem-solving approach
• Excellent stakeholder management
• Clear and concise communication
• A keen interest in sports
• Zendesk Knowledge