Training & QA Specialist

We are looking for someone who is energetic, approachable, and passionate about helping others succeed. The ideal candidate can create a positive learning environment while maintaining structure, accountability, and professionalism. This person should be able to motivate new hires, build confidence, and prepare employees to provide exceptional service to our clients and callers.

• Facilitate structured onboarding programs for new answering service agents (remote and/or in-office)
• Deliver engaging instructor-led training sessions covering:
• • Customer service fundamentals and professionalism
  • System navigation and workflow efficiency
  • Call, SMS, and chat handling procedures
  • Script adherence and communication quality standards
• Train employees on company policies, client expectations, and operational procedures
• Ensure trainees understand attendance, availability, and performance expectations
• Provide hands-on support with system access, tools, and training materials
• Monitor attendance, participation, comprehension, and performance throughout training
• Administer quizzes, call evaluations, and skill assessments
• Provide encouragement, reinforcement, and additional support where needed

• Identify learning gaps early and provide targeted coaching and support
• Deliver real-time feedback in a clear, professional, and supportive manner
• Reinforce key habits including:
• • Proper system usage and documentation
  • Time management and workflow discipline
  • Professional customer communication
  • Efficiency and accuracy in handling interactions

• Support trainees through both training and early production (incubation period)
• Partner with Operations and QA to support readiness decisions and performance alignment
• Support continuing education and coaching beyond the initial 90-day period 

• Prepare agents to meet key performance expectations, including: 
• • Availability and schedule adherence
  • Quality Assurance (QA) standards
  • First Contact Resolution (FCR)
  • Efficient handling of omni-channel interactions (calls, SMS, and chat) 
• Certify agents for production readiness based on established benchmarks
• Support consistent transition from training to production floor success

• Reinforce company expectations regarding customer service, professionalism, empathy, accuracy, and compliance
• Ensure trainees understand HIPAA, confidentiality, and data security requirements when applicable
• Promote adherence to company procedures and quality assurance standards
• Work closely with Operations Managers and QA teams to support new hire development
• Align training content with QA standards, operational expectations, and client requirements
• Participate in calibration discussions to ensure consistency in coaching and scoring
• Support agents through their first 30–90 days post-training

• Assist in updating and improving training materials, SOPs, and job aids
• Continuously refine onboarding programs based on performance trends and feedback
• Identify gaps in training effectiveness and recommend improvements
• Support rollout of new processes, systems, and client updates
• Deliver refresher training and skill-building workshops as needed

• 3 + Years of Previous training, coaching, teaching, or call center leadership experience preferred
• Prior answering service, call center, dispatch, or customer service experience strongly preferred
• Excellent verbal and written communication skills
• Strong presentation and public speaking abilities
• Ability to multitask and adapt in a fast-paced environment
• Strong organizational and time management skills
• Comfortable using multiple computer systems and applications simultaneously
• Ability to work independently while also collaborating with leadership teams
• Positive attitude with strong interpersonal and relationship-building skills
• High level of professionalism, patience, and accountability

• Experience training remote employees in a virtual environment
• Experience with QA/call monitoring and coaching
• Knowledge of call center metrics and performance expectations
• Familiarity with scheduling, workforce management, or Omni-channel environments is a plus

• Familiarity with contact center KPIs such as:
• • QA scoring
  • Availability/adherence
  • Service levels (SLA)
  • First Contact Resolution (FCR)
• Experience working with CRM, ticketing, or call handling systems
• Comfortable navigating multiple platforms and communication channels (voice, SMS, chat)

• Fast-paced answering service/call center environment
• May support both remote and in-office employees
• Ability to sit for extended periods and work at a computer throughout the day
• Flexible schedule availability may be required depending on training class schedules

Ready to work for a company that values your talent and hard work? Apply now and take the next step in your career with Answering Service Care.