Quality & Training Specialist

Within your role, you will:

• Monitor and evaluate customer interactions against established quality standards to ensure consistency and excellence.


• Act as a primary quality point of reference for Agents and Team Leaders


• Facilitate initial and ongoing training for agents, covering processes, tools, soft skills, and OTA-specific scenarios.


• Create, adapt, and maintain training materials such as presentations, scripts, exercises, and knowledge checks.


• Provide detailed, constructive feedback to agents and lead coaching workshops or refresher sessions based on identified performance gaps.


• Track training effectiveness and quality results, maintaining dashboards and reporting outcomes to stakeholders.


• Work with the Operations team to support new launches, process changes, and calibration sessions to align on quality expectations.

What will make you successful ...