Quality Assurance & Training Specialist (Mandalay Based)

About the role

The Quality Assurance & Training Specialist will monitor and analyse interactions between Contact Centre Champions and customers, ensuring service quality and productivity meet defined standards. The role provides feedback, coaching, and training to improve performance and supports process improvements across the centre.

Key responsibilities

• Monitor inbound, outbound calls and digital interactions, evaluate champion performance, and conduct mystery calls.
• Develop and maintain process controls, documentation, and identify improvement opportunities.
• Create, update and deliver training programs for new products, processes and updates.
• Coach, mentor and provide performance feedback to Customer Champions.
• Develop and implement employee engagement activities.
• Record QA results, analyse data and produce reports for management.
• Collaborate with internal stakeholders to align products, processes and organisational goals.

Required profile

• Minimum 2 years experience in a similar quality assurance or training role.
• Previous team leadership experience in a customer service environment.
• Excellent communication skills and ability to work cross‑functionally.
• Ability to work under pressure, meet tight timelines and analyse business processes.
• Self‑motivated with minimal supervision.
• Bachelor degree.