Customer Support QA Training Lead

Job Summary

A company is looking for a Customer Support Quality Assurance & Training Lead.

Key Responsibilities

• Develop and deliver training programs and internal workflows to enhance agent efficiency and resolution speed
• Refine and document standard operating procedures (SOPs) and workflows to improve the agent experience
• Establish and manage a Quality Assurance program to evaluate and enhance agent performance across support channels

Required Qualifications

• 3+ years of experience in QA, training, or learning & development within a support or operations environment
• Experience in analyzing performance metrics and translating insights into actionable plans
• Proficiency in designing and delivering training for tools and processes
• Knowledge of quality assurance methodologies in customer support
• Familiarity with support platforms such as Salesforce Service Cloud or Zendesk