Training and Quality Assurance  

The Training Quality Assurance is a Specialist role under Operations responsible for effectively and efficiently monitoring and evaluating Support calls, tickets and chat, as well as, up/training support roles contributing to a better Customer Experience.

This position fully understands all aspects of each site and communicates to resolution effectively with Support Roles. This position thoroughly reviews, performs root cause analysis and works with the business to ensure the quality issues are resolved.

This position supports the responsibilities of a Customer Support Agent in providing end-to-end resolution of customers' concerns ranging from website support, account information, cancellations, refunds, disputes and chargebacks.

This position involves a high level of complexity and requires considerable evaluation, good judgement and decision-making skills. Strong verbal and written communication skills are necessary. This position involves time-sensitive processing of quality evaluations. The employee must have the ability to maintain effective time planning, organizational skills and time utilization to ensure all tasks are completed within timeframes.

The position works closely with the Support Team Leader to make improvements that will improve Customer Experience.

• Demonstrates regular, reliable and predictable attendance.
• Conduct Training Courses
  • Performs training related tasks, including preparation of training materials, and deliver the training to both new-hires and trainees
  • Co-work with Support Team Leader to conduct the team huddle and OJT
  • Refresher/Up-Training
• Quality Monitoring
  • Performs real time and/or historical call monitoring and provides trend data to Team Leaders and Managers
  • Uses quality monitoring data management system (where available) to compile and track performance at team and individual levels
  • Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for Management review
  • Participates in design of call monitoring formats and quality standards
  • Participates in calibration sessions:and
  • Performs other related duties and assignments as required and assigned by immediate Supervisor and/or Manager
• Report Generation and Analysis
  • Generate reports on quality assurance results
  • Conduct first-level analysis on quality defect trends and errors
  • Process management by closely monitoring the quality. productivity numbers and turn-around-time by regularly running the QA Monthly Reports
  • Creation of Quality Assurance guidelines and process manual
  • Records coaching sessions on below standard calls/emails/chat sessions. These sessions are done within the same day the call/email/chat session was flagged
  • Prepares internal quality monitoring reports on a monthly basis (and completes Root Cause Analysis template if needed)
  • Prepares additional Reports including meeting minutes and calibration report; and
  • Performs other related duties and assignments as required and assigned by immediate Supervisor and/or Manager.
• Using Information and Analysis for Quality Improvement
  • Participate in Team Meetings and Process Reviews, providing feedback on quality issues
  • Conduct teach-back sessions, QA coaching and refresher training sessions
  • Track and follow-up on recommended action items resulting from analyses
  • Coordinate with Team Leaders to discuss “zero tolerance" performance of individual staff
  • Ensure quality results are documented and communicated to Management for appropriate action
  • Proactively seek Customer advice and participation on plans and challenges
  • Employee: Development: and
  • Non-disclosure of Company information to customers unless with authorization
• Continuous Learning
  • Performs and evaluates test call/email/chat; and
  • Performs other related duties and assignments as required and assigned by immediate Supervisor and/or Manager.
• Do calls, tickets, and chat on a periodic basis (as determined by Supervisor/Manager)
  • Communicating with the Marketing and Development team to come up with solutions for customer issues
  • Doing the necessary research needed to answer customer queries
  • Testing and replicating the customer journey within our sites to get to the bottom of the problem
  • Documenting issues and solutions for new concerns raised by customer and adding it to our customer support knowledge base
  • Provides customer service support to customers of all sites with issues.
  • Immediately and thoroughly researches each escalated case to identify root cause and estimate level of severity and impact (e.g., support staff coaching opportunity, potential delay of service, etc.)
  • Seeks any necessary supporting information from within Support and other departments.
  • As needed, seeks guidance from immediate supervisor/Managers to facilitate expedient and appropriate resolution.Keeps management informed of resolution/process and may provide assistance in Training/Ongoing Education of support staff
  • Notifies immediate supervisor of delays in resolving escalated situations within established/prescribed escalation management guidelines and continues to manage any case which has not yet been resolved to the satisfaction of involved parties.
  • Provides feedback to supervisors and quality assurance team on coaching opportunities.
  • Informs management and other relevant departments of potential legal Issues.
  • Thoroughly and completely documents communication with immediate supervisor, manager/s or others engaged in resolving the issues.
  • Accurately enters required information into the system.
  • Utilizes escalation data to track and trend issues for management intervention and potential discussions within and other departments.
  • Ensures compliance with site requirements, performs simple audits, identifies areas for improvement and participates on the teams convened to analyze process issues and correct any areas of vulnerability.
  • Other duties as assigned.