Customer Experience Training & QA Leader

Learning Network; Polska; Hybrid; PLN 123,000 - 134,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

PTO + holidays

Disability & life insurance

401(k) with match

Job summary

Learning Network is seeking a Training & Quality Assurance Specialist to elevate customer service across channels by evaluating interactions, designing training modules, and delivering coaching. You will review calls, emails, chats, and tickets, identify performance gaps, and lead onboarding and ongoing training for staff.

The role emphasizes detail, objectivity, and people skills. Candidates should have a bachelor's degree or equivalent, 3+ years in contact center settings, and strong

Qualifications

• Bachelor’s degree or equivalent combination of education and experience (required)
• 3+ years experience in a contact center/customer service environment (phone, chat, email) (required)
• Demonstrated experience providing quality feedback, coaching, training, or performance support (required)
• Exceptional written/verbal communication, adult learning facilitation, analytical thinking, active listening, and conflict resolution skills
• Proficient in Mac OS, Google Workspace, QA software, Learning Management Systems (LMS), presentation tools, and Asana
• Ability to complete onboarding milestones and maintain a 90% calibration alignment score within 60 days
• Ability to pass required background checks
• Medical, dental, and vision employee coverage for as little as $1 each per month
• Personal paid time off in addition to major holidays
• Short-term disability insurance, long-term disability insurance, life insurance, and AD&D insurance are all 100% paid by the employer
• 401(k) with employer contributing a dollar-for-dollar match of employee contributions up to 6% of employee earnings.

Responsibilities

• Evaluate customer interactions and work products against operational standards and service expectations
• Complete observation forms to document areas that require improvement and exceed expectations
• Design, update, and deliver onboarding and continuous training modules
• Deliver objective, timely, and constructive coaching feedback to support individual and team development
• Identify performance trends and operational gaps to create targeted learning interventions and actionable recommendations for leadership
• Maintain organized quality and training records while partnering with leaders to foster a culture of continuous learning and improvement
• Conduct QA evaluations on calls, emails, chats, and tickets using established systems, processes, and standards
• Facilitate live and asynchronous training sessions, skill-building webinars, and refresher workshops for new hires and existing staff
• Translate QA audit insights into gap analysis summaries, then build training, coaching, job aids, and asynchronous learning modules to remediate and improve performance
• Facilitate constructive coaching sessions and partner with employees to develop actionable improvement plans
• Resolve evaluation disputes professionally while maintaining fairness, consistency, and objective learning outcomes
• Track quality trends and training completion rates and prepare performance summaries for leadership
• Collaborate closely with other departments to build and maintain SOPs based on emerging quality trends
• Conduct calibrations wherein employees from all levels and departments are taught how to consistently apply standard performance expectations
• Maintain strict confidentiality regarding employee performance and customer data
• Work a fixed schedule: 8:30 a.m.–5:30 p.m. Mountain Time (Denver/America), year-round, auto-adjusting for daylight saving time
• Remain actively available and immediately responsive throughout the workday via phone, chat, Zoom, email, and internal systems so students, parents, and colleagues can reach you in real time
• Avoid all concurrent work during scheduled hours and maintain full professional focus; ensure any outside employment does not interfere with performance and is approved in writing in advance
• Maintain a private, professional, distraction-free remote workspace with reliable high-speed internet that supports video and required tools

Skills

Coaching

Training delivery

Adult learning

Communication

Analytical thinking

Conflict resolution

Education

Bachelor’s degree or equivalent

Tools

QA software

LMS

Asana

Mac OS

Google Workspace

Job description

Learning Network is seeking a Training & Quality Assurance Specialist to elevate customer service across channels by evaluating interactions, designing training modules, and delivering coaching. You will review calls, emails, chats, and tickets, identify performance gaps, and lead onboarding and ongoing training for staff.

The role emphasizes detail, objectivity, and people skills. Candidates should have a bachelor's degree or equivalent, 3+ years in contact center settings, and strong