Support Quality & Training Officer

[AI-summarized by JobStash]

You will create customer support training materials such as presentations, manuals, and instructional videos. You will monitor, evaluate and score inbound calls against established quality standards and prepare procedures and policies for sales techniques and representative conduct. You will schedule and run training sessions for new hires, train experienced employees on updated procedures, observe daily operations to identify improvements, liaise with team leaders for on-the-job coaching, measure training effectiveness and produce progress reports, use a quality monitoring data system to track performance, and provide regular verbal and written feedback to support representatives to maintain productivity and customer satisfaction.