Quality and Training Specialist

Job Description

Job Description

Description :

The Quality and Training Specialist plays a vital role in supporting our 100% remote call center teams and maintaining service excellence across every interaction. This role ensures processes and client standards are clearly documented, communicated, and consistently followed. By monitoring performance, addressing quality gaps, and leading ongoing training, the QAT helps create confident, capable teams that deliver reliable, high-quality support—strengthening both customer satisfaction and operational consistency across the company.

What You'll Do

• Review Agent and Senior Agent work to ensure procedures are followed and customer interactions meet quality standards.
• Identify, document, and share feedback regarding Agent and Sr. Agent work with Team Leads.
• Work with Team Leads and leadership to update procedures, workflows, and reference materials when gaps or issues are identified.
• Develop and deliver training to new and existing Agents and Sr. Agents.
• Assist with customer escalations that require specialized product or procedural knowledge, ensuring timely and professional resolution.
• Engage with customers for a defined period of time per week to stay current.
• In conjunction with Team Leads, support ongoing training and skill development initiatives for Agents and Sr. Agents.
• Maintain and update internal wikis, process guides, and knowledge base content so information stays current and easy to use.
• Partner on special projects and initiatives to enhance team efficiency and service delivery.

Requirements :

Our ideal candidate will bring :

Retail Imaging is proud to be an Equal Opportunity Employer and will provide reasonable accommodations upon request during the application process and for individuals who are hired.

All offers of employment are contingent upon passing a background check.