Trainer & Quality Assurance Specialist (Call Centre)

Is this job for you

Do you believe in putting the customer first

Do you love to solve problems and create solutions

Do you have an exceptional attention to detail

Trans Global Insurance is actively seeking to expand our customer service team. We need people with a great customer focused attitude! The winning combination of team spirit and desire for career focused growth will ensure a rewarding experience.

The Trainer and Quality Assurance (QA) Specialist is responsible for improving agent performance and ensuring consistent high-quality customer interactions in a call center environment. This role delivers training evaluates calls provides assessments to the supervisor and drives continuous improvement in customer experience compliance and operational efficiency along with working as an inbound call center agent themselves

Responsibilities

Training & Development:

• Conduct new hire onboarding training for call center agents (systems processes soft skills).
• Deliver ongoing training on call handling customer service sales techniques and product knowledge.
• Develop and update training materials call scripts and job aids.
• Facilitate classroom virtual and side-by-side training sessions.
• Evaluate trainee performance through assessments call simulations and nesting support.

Quality Assurance:

• Monitor inbound/outbound calls emails and chats for quality accuracy and compliance.
• Score interactions using QA scorecards aligned with company and client standards.
• Ensure adherence to scripts call flow and regulatory requirements.
• Identify trends in customer issues agent errors and service gaps.
• Calibrate with supervisors and leadership to ensure scoring consistency.

Coaching & Performance Improvement:

• Provide structured feedback to Supervisor for delivery to agents based on QA evaluations.
• Create and track performance improvement plans (PIPs).

Reporting & Analysis:

• Prepare regular QA reports (daily weekly monthly) on team and individual performance.
• Analyze key metrics such as:
• Quality scores
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Customer Satisfaction (CSAT)
• Provide insights and recommendations to operations leadership.

Process & Customer Experience Improvement:

• Collaborate with Operations Team Leads and Workforce Management teams.
• Recommend improvements to call scripts workflows and training content.
• Participate in root cause analysis of customer complaints and escalations.
• Ensure consistent delivery of a positive customer experience.

Additional Duties

Inbound Call center Agent:

• Provide courteous prompt and professional service to customers over the phone with the goal of resolving customer questions and concerns with first contact resolution
• Work with peers and management to ensure that customer concerns are addressed in the most efficient manner
• Follow up with customers to identify and support their needs
• Offer value-added solutions and promote customer loyalty by providing exceptional customer support
• Provide best-in-class customer service on very sensitive insurance concerns
• Explanation of claims process to clients
• Maintain up to date knowledge of new policies procedures and products
• Process routine clerical transactions in between calls
• Communication with TGIs partners and credit card companies with respect to payments on client accounts
• Participate in customer retention initiatives

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Qualifications

• Diploma or Bachelors degree (preferred but not mandatory with relevant experience).
• 25 years of experience in a call center environment (QA Trainer or Team Lead).
• Strong understanding of call center KPIs and metrics.
• Experience with call monitoring tools LMS platforms and CRM systems.
• Previous experience in a call centre or customer service environment required
• Professional phone etiquette and empathy for sensitive circumstances
• Utmost discretion with confidential customer information
• Excellent data entry and keyboarding skills.
• Superior organizational and multi-tasking skills.
• Strong analytical and decision making skills.
• Strong desire to take ownership and accountability of task completion.
• Intermediate knowledge in Microsoft Office particularly Excel Word and PowerPoint
• Ability to work effectively with and without supervision
• Experience in the insurance industry is an asset
• High School or Equivalent is required

Key Skills & Competencies:

• Strong communication and presentation skills
• Coaching and mentoring ability
• High attention to detail and analytical thinking
• Conflict resolution and problem-solving skills
• Ability to handle high-volume fast-paced environments
• Strong listening and evaluation skills

Key Performance Indicators (KPIs):

• QA audit scores and compliance rates
• Improvement in agent quality scores post-coaching
• Training effectiveness (assessment scores nesting success rate)
• Reduction in repeat calls and escalations
• CSAT and customer experience improvement

Work Environment:

• Fast-paced call center environment (on-site)
• High interaction with agents team leaders and operations managers

Career Path:

• Senior QA / Lead Trainer
• Quality & Training Manager
• Call Center Operations Manager

Why Trans Global

• A flexible and comprehensive benefits package including Health Dental and Paramedical Services for you and your family.
• Competitive remuneration package that will commensurate with experience
• Career progression potential with plenty of access to ongoing personal and professional development
• Employee discounts
• A dynamic environment to showcase your leadership talents.

Apply now.

If youd like to apply for this role please contact our recruitment team at

Attach your CV and tell us why you would be a great fit at Trans Global!

Trans Global is committed to fair and accessible employment practices and will accommodate people with disabilities throughout the recruitment application and selection process. If you require an accommodation at any stage of the process please let the hiring manager know or reach out to

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1