Quality Assurance And Training Officer

Key responsibilities

1) Leadership & planning
Translate the center’s statement of direction and business plans into an annual QA & training plan with clear targets for quality outcomes, coaching impact, and training verification, aligned to COPC’s performance management approach.
Maintain a COPC control framework for quality (policies, scorecards, escalation thresholds, corrective action workflow) and publish monthly performance reviews with actionable insights.

2) Processes (quality management & training)
Transaction monitoring (QA): Design and continuously refine scorecards that measure what matters to customers and the business (critical errors, accuracy, compliance, empathy, resolution). Ensure items map to CSAT/FCR drivers per COPC guidance.
Sampling & reliability: Define statistically valid sampling plans (agent-level and business-level), using COPC methods to avoid bias and achieve reliable precision over time.
Calibration: Lead multi-party calibration (QA, supervisors, clients) using COPC’s five-step discipline; track agreement rates and implement remediation to protect data integrity.
Quality analysis: Run recurring Pareto/error categorization, trend and driver analysis; link findings to process fixes and coaching plans that demonstrate measurable improvement (AHT, recontact, quality results).
Voice of customer (VoC): Integrate CSAT/NPS verbatims and complaint themes into QA insights; prioritize improvements on key journeys with the highest CX and cost impact.
Training lifecycle:
Design onboarding, refresher, and change-management trainings for products, systems, and processes.
Implement training verification (knowledge checks, nesting assessments, post-training transaction audits) to confirm skill transfer before agents reach steady state—consistent with COPC people & process practices.
Keep SOPs and micro-learning content current; align training to observed defects and customer drivers (closed-loop).
Technology enablement: Utilize QA platforms, speech analytics, and reporting tools to scale monitoring and insights—as reflected in COPC research on QA program technology adoption.

3) People (coaching & performance support)
Conduct structured 1:1 coaching based on transaction evidence; set improvement action plans (IPAs) with SMART goals and follow-up intervals.
Partner with workforce, operations, and team leads to schedule coaching, refresher sessions, and targeted huddles without compromising service levels.
Contribute to role definitions, onboarding pathways, and agent competency matrices; monitor attrition and absenteeism signals and remediate through targeted learning.

4) Performance (reporting & continuous improvement)
Publish weekly/monthly QA & training dashboards: precision rate over time, quality score distribution, error indices, calibration agreement, verification pass rates, coaching lift (pre/post), and the operational impact on CSAT, FCR, AHT, and cost per contact—metrics central to COPC.
Lead corrective actions using structured problem-solving; document root cause, expected ROI, owners, and timelines in a COPC-style action register; validate results via stress-test cycles.
Present performance reviews to management and clients, demonstrating sustained improvement and readiness for COPC audits and certification.

Deliverables

• COPC-aligned QA policy, scorecards, sampling & calibration plan.
• Monthly quality & training impact report (CSAT/FCR/AHT/cost per contact deltas, quality results, process fixes).
• Training curricula, verification results, and agent certification records.
• Continuous improvement action logs with validated ROI and before/after metrics.

Qualifications

• Bachelor’s degree in business, communications, or related field.
• 3–5 years in contact center QA/training, with demonstrated use of transaction monitoring, calibration, and sampling methods.
• Familiarity with COPC CX standard (training or implementation experience preferred).
• Proficiency with QA software, speech analytics, CRM/ACD (e.g., Zendesk, Vocalcom), and BI/reporting. COPC research highlights broad adoption of QA tech and speech analytics.
• Strong analytical, facilitation, and coaching skills; proven ability to link quality drivers to CX and cost outcomes.