Key Responsibilities

Monitor and evaluate inbound and outbound customer interactions (calls, WhatsApp messages, surveys, etc.) to assess associates’ performance and adherence to quality standards.

Identify learning needs based on QA evaluations and take ownership of designing, developing, and delivering targeted training content to address performance gaps and enhance service quality.

Lead onboarding and training for new associates, ensuring a deep understanding of systems, products, customer experience standards, and quality expectations.

Collaborate with other departments and divisions at Turaco to gather information that can be transformed into training content for the customer operations team. For example, working with the technology team to understand new system features and conducting training on these features.

Provide actionable recommendations for process improvements based on customer feedback, audit findings, and associates' performance trends.

Facilitate regular calibration sessions and cross-functional meetings to align on quality standards, enhance associates' performance, and reinforce practical learning through consistent feedback.

Key Qualifications

Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual.

2–4 years of experience in Quality Assurance, Training, or a similar role within a contact center, customer service department, or BPO.

Proven experience in developing and delivering training programs and evaluating customer interaction channels.

Familiarity with customer experience metrics (NPS, CES, CSAT) and quality evaluation frameworks.

Strong analytical and attention to detail to assess quality and identify performance gaps.

Excellent people and coaching skills for delivering feedback and facilitating training.

Ability to design, implement, and evaluate training modules tailored to individual and team development needs.

Strong interpersonal and collaboration skills to work effectively with team leads, managers, and other stakeholders.

Proactive and self-driven with a continuous improvement mindset.

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