Trainer and Quality Assurance Specialist

Triwill Group; Canada; Hybrid; CAD 52,000 - 78,000; Full time

Job summary

Triwill Group is seeking a Trainer and Quality Assurance Specialist based in Canada. The role blends employee development, coaching, and quality assurance within a customer support environment to maintain high service standards across channels.

You will help new hires build confidence while supporting experienced agents through coaching, refresher training, and targeted development, driving calibration and continuous improvement initiatives across the team.

Responsibilities

• Develop and deliver coaching and refresher training for new hires and experienced agents.
• Evaluate customer interactions across voice, chat, email and social channels to identify trends.
• Translate quality insights into practical coaching actions and development plans.
• Collaborate with Operations, Workforce, HR and Learning & Development to support evolving needs.
• Contribute to training content, quality standards, calibration activities and continuous improvement initiatives.

Skills

Coaching

Quality assurance

Training

Customer service

Job description

Description:

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Trainer and Quality Assurance Specialist based in Canada.

This role combines employee development, coaching, and quality assurance within a customer support environment.
You will help new hires build confidence while supporting experienced agents through coaching, refresher training, and targeted development.
The position also plays a key role in maintaining consistent service quality across voice, chat, email, and social channels.
You will evaluate customer interactions, identify recurring performance trends, and translate quality insights into practical coaching actions.
The role requires close collaboration with Operations, Workforce, HR, and Learning & Development teams to support evolving business needs.
You will contribute to training content, quality standards, calibration activities, and continuous improvement initiatives.
This opportunity is well suited to an experienced BPO professional who enjoys developing people while maintaining high standards of customer service and operational quality.