Call Center Specialist

Job Description

Job Description

Customer Care Training & Quality Specialist

** Location: ** Covington, GA – Hybrid, 3 days/week onsite

** Pay Rate: ** $20.00/hour on W-2

Position Overview

We are seeking a Customer Care Training & Quality Specialist to support training, quality assurance, coaching, and continuous improvement initiatives for Customer Care teams across the U.S.

This role will develop and deliver training for associates at multiple experience levels, evaluate quality and performance data, identify skill gaps, and provide targeted coaching to improve the customer experience. The position will also help maintain training materials, knowledge resources, and operational procedures.

The ideal candidate combines customer service training experience with quality analysis and coaching skills and is comfortable working with performance data to identify opportunities for improvement.

Key Responsibilities

** Training & Coaching **

• Develop and deliver entry-level and advanced Customer Care training using the ADDIE instructional methodology .
• Train associates on effectively handling customer interactions across phone, chat, and email.
• Provide individualized coaching and feedback to Customer Care associates and leadership.
• Assess performance and develop targeted training or development plans.
• Analyze customer escalations to identify knowledge or performance gaps and recommend appropriate coaching or training.
• Reinforce established best practices and service standards.

** Quality Assurance **

• Review and analyze quality and training data to identify performance trends and development opportunities.
• Provide QA reporting and findings to supervisors and management.
• Use quality assessments and performance data to develop individualized coaching plans.
• Identify procedural gaps or inconsistencies and recommend solutions.
• Provide input supporting associate performance evaluations.

** Training Content & Knowledge Management **

• Maintain and update training materials, job aids, process roadmaps, and Knowledge Management System content.
• Partner with Operations to ensure training and reference materials remain current and accurate.
• Identify opportunities to improve training content, processes, and support tools.

** Continuous Improvement & Compliance **

• Participate in Lean, Six Sigma, and other continuous improvement initiatives.
• Recommend process and training improvements based on quality findings and operational trends.
• Support adherence to regulatory, departmental, quality system, and organizational requirements.
• Maintain subject matter expertise through ongoing professional development.

Qualifications

• Experience delivering training, coaching, or quality support within a Customer Care, Contact Center, or Customer Service environment .
• Experience evaluating calls, chats, emails, or other customer interactions.
• Strong understanding of training development and adult learning principles.
• Familiarity with the ADDIE instructional design methodology .
• Ability to analyze quality and performance data and translate findings into practical coaching or training plans.
• Strong written and verbal communication skills.
• Comfortable providing direct, constructive feedback to associates and leadership.
• Strong organizational and problem-solving skills.
• Ability to work effectively with Operations, Quality, and other cross-functional teams.

Preferred Experience

• Quality Assurance experience within a contact center environment.
• Experience developing training materials, job aids, or knowledge management content.
• Experience analyzing customer escalations and identifying root causes.
• Familiarity with Lean, Six Sigma, or other continuous improvement methodologies.
• Experience supporting regulated or quality-driven business environments.