Senior Quality Assurance & Trainer

About the role

We are looking for a Senior Quality Assurance & Trainer to lead the evaluation of customer service interactions and to design and deliver training programs. You will ensure that calls, tickets and chat communications meet our quality standards while supporting the continuous development of our team.

Key responsibilities

• Monitor and evaluate customer service interactions (calls, tickets, chat) for compliance with quality standards.
• Verify shipment records and system updates to maintain data accuracy.
• Identify operational errors, provide feedback and drive performance improvement.
• Prepare weekly quality reports using Microsoft Excel.
• Conduct onboarding sessions for new hires and deliver refresher or up‑skilling training for existing staff.
• Manage Learning Management System (LMS) activities, including training materials, assessments and quizzes.
• Track training progress and employee performance metrics.

Required profile

• Minimum 3 years of experience in Quality Assurance and Training.
• Background in Customer Service, Call Center or Logistics environments is preferred.
• Certification in Training of Trainers (TOT) is a plus.
• Strong communication skills with high attention to detail.

Required skills

• Microsoft Excel
• LMS platforms
• CRM systems