Operations: Training and QA Specialist en Angel

We are seeking a hands-on Lead to continue to develop our customer support team, with a primary focus on Training and Quality Assurance (QA). This role is ideal for someone who enjoys coaching, developing processes/documentation and ensuring high-quality support delivery. The Training and Quality Assurance Lead will work closely with frontline agents and management to optimize performance, maintain consistent service standards, and create effective training programs — including building training in Connecteam to help new team members onboard efficiently and reduce management load.  This position will report to and work directly with the frontend manager.



Key Responsibilities

1. Training & DevelopmentDesign, implement, and maintain training programs in Connecteam, ensuring new team members learn systems, processes, and best practices efficiently.

Facilitate onboarding sessions for new hires, ensuring a smooth transition into the support team.

Identify knowledge gaps and provide ongoing coaching to support existing team members.

Collaborate with management to update training materials, SOPs, and workflows.

Evaluate training effectiveness and iterate to improve comprehension, adoption, and efficiency.

Support cross-training initiatives to ensure team members are proficient across multiple channels and systems.

Indicators of Success – TrainingNew hires reach proficiency faster and require less hands-on management support.

Connecteam training modules are clear, complete, and actively used by the team.

Knowledge gaps are reduced, with fewer repeated errors or escalations.

Positive feedback from trainees on clarity, usability, and relevance of training materials.

Quality Assurance (QA) & Process Improvement

Monitor and review tickets and chats to ensure compliance with SOPs, tone, and quality standards.

Provide constructive feedback and coaching to agents based on QA findings.

Identify trends in support interactions and recommend process improvements.

Partner with management to maintain and improve consistency across messaging, macros, and support workflows.

Assist in implementing KPIs and performance metrics to monitor quality and operational efficiency.

Collaborate with Strategic Lead or Operations Specialist on initiatives that improve QA processes or support systems.

Indicators of Success – QAConsistent, high-quality customer interactions across all channels.

Reduced ticket reopens, escalations, and customer complaints due to improved adherence to standards.

Measurable improvements in QA scores and process compliance over time.

Recommendations for workflow or system improvements are implemented successfully and improve team efficiency.

Qualifications

3+ years of experience in customer support, with at least 1–2 years in a leadership, coaching, or training role.

Strong communication, coaching, and mentoring skills.

Experience with training platforms (experience with Connecteam preferred).

Knowledge of support ticketing systems (Zendesk preferred).

Strong analytical skills to assess QA data and identify actionable insights.

Ability to manage multiple priorities while supporting a distributed or high-volume team.

Success in this Role

Customer support interactions meet or exceed quality standards consistently.

Training programs in Connecteam reduce management load and improve onboarding efficiency.

Continuous improvement in QA metrics and support workflows, resulting in higher customer satisfaction and team performance.

Positive team feedback on coaching, support, and development initiatives.

Adaptability & Growth

As our team and business continue to grow, this role may evolve to meet new needs. Responsibilities may shift, expand, or specialize further depending on company priorities, new tools, and organizational direction. Flexibility, curiosity, and a proactive mindset will be key to long-term success in this position.

Solicitar ahora