Trainer Quality Auditor, Training and Quality Control
The Trainer & Quality Auditor is a dual-function role responsible for designing and delivering training programs while conducting quality audits to assess performance and drive continuous improvement. This role bridges learning and operations — using audit findings and data analysis to identify gaps, recommend targeted interventions, and measure the effectiveness of training solutions.
Responsibilities
- Design and deliver instructor-led training programs for new hires and tenured employees, ensuring content aligns with accuracy, performance goals, and operational standards
- Conduct quality audits per cycle, evaluating interactions against defined standards and documenting findings with structured, actionable feedback
- Analyze audit data to identify performance gaps, root causes, and systemic issues — translating insights into targeted interventions such as refresher training, job aids, coaching guides, or process clarifications
- Track intervention effectiveness using key metrics — FCR, NRR, and initiated call rates — and prepare narrative-style performance reports that highlight trends, patterns, and the measurable impact of interventions on team performance
- Present findings and recommendations to stakeholders in a clear, concise format
- Participate in calibration sessions to ensure audit consistency and contribute to the development of quality frameworks and training standards
- Support the exploration of AI-assisted auditing tools to scale quality coverage across multiple languages
- Demonstrate agile support through cross-functional collaboration and quick response to emerging quality and training needs across teams
- Provide hands-on operational support during peak periods or critical business needs, including direct case processing when required
Basic Qualifications
- Completed a Bachelor’s Degree
- Background in Accounts Receivable and/or Accounts Payable is required
- 2+ years of experience in communication programming and projects
- 3+ years of experience in a Training and Quality role
- Excellent written and verbal communication skills
- Demonstrated ability to plan, organize, and execute learning interventions and projects from concept to completion
- Proven track record in creating process improvement projects or interventions
- Proficient in MS Office
Preferred Qualifications
- Subject matter expertise in Finance and Accounting processes
- Excellent root cause analysis skills
- Familiarity with quality audit tools or learning management systems (LMS)
- Experience with financial systems (Oracle Financials, SAP, or other ERP tools)
- Experience working with multi-cultural, multi-national teams
- Excellent organizational and time-management skills
- Experience in AI products and solutions
- Exposure to AI-assisted quality or language analysis tools is a plus
- Flexible in schedule and workload
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