Trainer & QA Specialist — Customer Support Excellence

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

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.