The Trainer & Quality Auditor is a dual-function role responsible for designing and delivering training programs while conducting quality audits to assess performance and drive continuous improvement. This role bridges learning and operations — using audit findings and data analysis to identify gaps, recommend targeted interventions, and measure the effectiveness of training solutions.

Key job responsibilities

Design and deliver instructor-led training programs for new hires and tenured employees, ensuring content aligns with accuracy, performance goals, and operational standards
Conduct quality audits per cycle, evaluating interactions against defined standards and documenting findings with structured, actionable feedback
Analyze audit data to identify performance gaps, root causes, and systemic issues — translating insights into targeted interventions such as refresher training, job aids, coaching guides, or process clarifications
Track intervention effectiveness using key metrics — FCR, NRR, and initiated call rates — and prepare narrative-style performance reports that highlight trends, patterns, and the measurable impact of interventions on team performance
Present findings and recommendations to stakeholders in a clear, concise format
Participate in calibration sessions to ensure audit consistency and contribute to the development of quality frameworks and training standards
Support the exploration of AI-assisted auditing tools to scale quality coverage across multiple languages
Demonstrate agile support through cross-functional collaboration and quick response to emerging quality and training needs across teams
Provide hands-on operational support during peak periods or critical business needs, including direct case processing when required

Basic Qualifications

• Completed a Bachelor's Degree
• Background in Accounts Receivable and/or Accounts Payable is required
• 2+ years of experience in communication programming and projects
• 3+ years of experience in a Training and Quality role
• Excellent written and verbal communication skills
• Demonstrated ability to plan, organize, and execute learning interventions and projects from concept to completion
• Proven track record in creating process improvement projects or interventions
• Proficient in MS Office

Preferred Qualifications

• Subject matter expertise in Finance and Accounting processes
• Excellent root cause analysis skills
• Familiarity with quality audit tools or learning management systems (LMS)
• Experience with financial systems (Oracle Financials, SAP, or other ERP tools)
• Experience working with multi-cultural, multi-national teams
• Excellent organizational and time-management skills
• Experience in AI products and solutions
• Exposure to AI-assisted quality or language analysis tools is a plus
• Flexible in schedule and work load

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