Customer Service Trainer

• Design and deliver call quality training programs for Managed Services employees (e.g. Level 1, Level 2, Level 3, RMM, Incident Management Analysts etc)
• Develop and train on email, chat, and ticket etiquette aligned with best practices
• Conduct new-hire onboarding and refresher training focused on call handling excellence
• Create role-play scenarios based on real customer issues and call recordings
• Provide one-on-one or group coaching on: Tone, volume, pacing, and clarity
• Controlling calls and active listening
• Grammar and professional communication
• Empathy and conflict resolution
• Eliminating dead air and ensuring professionalism
• Written communication to customers
• Develop and maintain training materials including call flows, scripts, job aids, eLearning modules, and best practices
• Collaborate with 3rd party vendors to create or enhance training programs when needed
• Partner with Quality Assurance and Operations to align training content with service desk standards and customer experience goals
• Create assessments, quizzes, and performance checkpoints to evaluate learning outcomes
• Conduct call reviews, ticket audits, and customer interaction assessments
• Analyse call audits, QA scores, and customer feedback to identify performance gaps
• Work with Quality Analysts to address knowledge gaps and develop improvement plans
• Support supervisors with remediation and agent development plans
• Assist QA teams with calibration sessions to ensure scoring consistency
• Track post-training performance improvements and update training programs accordingly
• Sharing regular insights and recommendations to leadership around training effectiveness and performance improvements

• 4 – 6 years in roles such as Customer Service Trainer or Quality Analyst
• Hands-on experience in call quality improvement, coaching, and performance management
• Proven experience designing and delivering training programs to enhance call handling and customer communication
• Experience conducting call audits, root cause analysis, and quality calibration sessions
• Demonstrated success coaching agents in call flow, probing techniques, empathy, and resolution effectiveness
• Familiarity with QA frameworks, CSAT, FCR, AHT, and repeat call reduction initiatives
• Experience with e-learning tools, LMS platforms, or virtual training sessions
• Bachelor’s degree in communications, Education, Business, or related field (preferred)

Certifications in ITIL, Customer Service, or Training & Development