Customer Support Trainer & QA



  • Ensure the smooth running of the existing training programmes
  • Facilitate individual and group training sessions
  • Analyse, coach and provide feedback on agent’s progress
  • Develop training plans for agents
  • Assist in updating and creating training content and activities
  • Join all related meeting to make sure agents knowledge is up to date 
  • Help agents improve their performance with specific instructions and constant support
  • Monitor customer service performance on the agent and team level
  • Create reports that reflect support performance and report agent's team supervisor
  • Report support team’s performance to higher-ups
  • Participate in calibration sessions to maintain consistency in internal evaluations
  • Contribute to the team culture in a positive manner


  • Experience in the customer service space
  • Excellent communication skills both verbal and written
  • Confident to deliver training sessions to groups and individuals alike
  • The ability to work well under pressure and to meet deadlines
  • Creativity and a passionate interest in mentoring individuals
  • Patience and concentration
  • Great people skills and ability to communicate (negative) feedback
  • Proven track record of analytical skills