Quality Assurance & Training Officer

About the role

The Quality Assurance & Training Officer will lead the design, execution and continuous improvement of quality and training programmes for a contact‑center environment, applying COPC best practices to drive measurable customer experience outcomes.

Key responsibilities

• Translate business plans into an annual QA & Training roadmap with clear targets for quality, coaching impact and verification.
• Maintain a COPC control framework, publish monthly performance reviews and provide actionable insights.
• Design and refine scorecards, define statistically valid sampling plans and lead multi‑party calibration sessions.
• Conduct quality analysis, Pareto reporting, trend and driver analysis, and link findings to process fixes and coaching plans.
• Integrate Voice of Customer data (CSAT, NPS, complaints) into QA insights and prioritise improvements.
• Develop onboarding, refresher and change‑management training, implement verification checks and keep SOPs and micro‑learning content up‑to‑date.
• Utilise QA platforms, speech analytics and reporting tools to scale monitoring and insights.
• Deliver structured 1:1 coaching, set Improvement Action Plans and collaborate with workforce and operations teams to schedule coaching without impacting service levels.
• Publish weekly/monthly dashboards covering quality scores, calibration agreement, verification pass rates and operational impact on CSAT, FCR, AHT and cost per contact.
• Lead corrective actions using structured problem‑solving and document root‑cause analyses.

Required profile

Required skills