JOB SUMMARY

The Quality Assurance & Training Supervisor is responsible for leading the quality assurance, coaching, and training functions across the Commercial teams. The role ensures that customer interactions consistently meet the highest standards of quality, compliance, professionalism, and while supporting the achievement of sales, retention, and revenue acquisition and protection.

MAIN RESPONSIBILITIES

• Provides leadership and oversight for Quality Assurance, Compliance and Training functions. 

• Ensures effective quality monitoring, coaching, and capability development to drive operational excellence, compliance, customer experience, and business performance.

•Develops, maintains, and continuously improves quality scorecards, evaluation criteria, and monitoring programmes.

• Executes monthly quota of quality reviews of customer interactions, including sales calls, retention conversations, emails, chats, and other customer touchpoints.

• Evaluates performance against quality, compliance, customer experience, and commercial standards.

• Identifies trends, risks and implements improvement through quality analysis.

• Facilitates calibration sessions to ensure education, consistency and fairness in quality evaluations.

•Develops and implements quality assurance and training strategies that improve customer experience outcomes and drive sustained improvements in NPS, TNPS, and CSAT through strengthening of sales execution product knowledge and retention effectiveness.

• Analyzes NPS, TNPS, CSAT, and QA performance data to identify root causes of customer dissatisfaction and recommend corrective actions that improve customer experience and retention.

• Conducts refresher training and targeted interventions based on quality findings and business needs across all QA touchpoints.

• Develops and maintains training materials through a learning management system or other managed catalogue.

• Evaluates training effectiveness through performance metrics, assessments, and quality outcomes.

• Partners with Supervisors and Managers to identify development opportunities and performance gaps while supporting development plans and performance management inputs and recommendations.

• Delivers coaching programmes that improve sales conversions, retention outcomes, customer interactions, and quality scores.

• Leads and develops Quality Specialists, Trainers, and assigned team members.

• Build strong relationships with Sales and collaborate with, Customer Success Specialists, Operations, Product toward improving customer life time value processes and customer journey elements.

• Provides regular reporting and insights to management regarding quality performance, training output and effectiveness, and business opportunities.

• Champions a culture of continuous improvement, accountability, customer focus, and commercial excellence.

• Analyzes NPS, TNPS, CSAT, and QA performance data to identify root causes of customer dissatisfaction and recommend corrective actions that improve customer experience and retention.

REQUIREMENTS

• Must possess an Associate Degree or Diploma in Marketing/Sales, Training and Development or related discipline.

• Sound experience in managing performance driven Quality Assurance and driven teams.

• Atleast 2–3 years’ supervisory experience leading Quality, Training, Coaching, or performance improvement teams.

• Atleast 3–5 years’ experience in a Quality Assurance / Training environment managing Quality Assurance Programs.

• Experience in (LMS) or alternate learning environment would be an asset.

• Experience in Telecommunications Industry would be an asset.

• Proven track record of success in similar role.

• Proficiency in Microsoft Suite, digital content creation and AI assisted productivity tools.

• Strong reporting and analytical skills.