Position Summary:
The Learning and Quality Consultant plays a pivotal role in ensuring the consistent delivery of high-quality service and performance across teams by integrating learning strategies with quality assurance practices. This role combines expertise in adult learning principles, coaching, process improvement, and quality monitoring to support a culture of excellence within the organization.
As a dual-function expert, the consultant is responsible for creating learning paths, onboarding modules, and upskilling programs while concurrently monitoring agent performance, analyzing trends, and providing actionable insights. The goal is to align employee capabilities with business objectives through continuous development and rigorous quality assurance.
Job Details:
- Hybrid, at least 2 days onsite/depending on client needs (Bridgetowne, QC)
- Monday to Friday | 9 PM to 6 AM (may change depending on the client’s needs)
Responsibilities:
Training and Development:
- Design and execute comprehensive training programs (new hire, cross-training, upskilling) tailored to client-specific processes and tools.
- Deliver engaging training sessions in both virtual and in-person formats using instructional best practices.
- Develop course materials, e-learning modules, job aids, and assessments based on adult learning principles and business goals.
- Conduct post-training evaluations and learning assessments to ensure knowledge transfer and performance readiness.
- Partner with SMEs, operations, and client teams to update training documentation based on product/process changes.
- Champion the use of Learning Management Systems (LMS) for tracking training progress and certification.
Quality Assurance:
- Conduct audits of customer interactions (calls, chats, emails) using standardized quality scorecards.
- Design personalized quality frameworks based on client requirements
- Evaluate team member performance on key quality metrics, including accuracy, compliance, empathy, communication, and other client-specific measurements
- Generate QA reports and trend analyses to identify process gaps and training opportunities.
- Facilitate calibration sessions to ensure consistent evaluation standards across operations, clients, and QA teams.
- Implement feedback loops and targeted coaching based on QA findings to improve team performance.
- Contribute to process improvements and play a lead role in quality initiatives to enhance the customer experience.
Cross-functional Collaboration:
- Act as a key liaison between Training, Quality, Operations, and Client Services teams.
- Collaborate with the Recruitment team to define ideal candidate profiles and assist in new hire selection.
- Support change management initiatives by preparing teams through tailored training and feedback mechanisms.
- Ensure alignment between training content and QA benchmarks to promote consistency and operational excellence.
- Present quality and training insights during client business reviews, leadership meetings, and internal forums.
Qualifications:
- Bachelor’s degree in Education, Communications, Psychology, Business, or a related field.
- At least 5 years of combined experience in Training and Quality within a BPO or customer service environment.
- Strong facilitation and instructional design skills, including proficiency in Articulate, Rise, or similar tools.
- Proficiency in using QA systems, LMS platforms, and productivity tools like Microsoft Office and Google Workspace.
- Excellent analytical, documentation, and reporting skills, with the ability to convert data into strategy.
- Strong interpersonal skills with the ability to provide feedback constructively and influence stakeholders.
- Familiarity with industry regulations, data privacy standards, and client-specific compliance requirements.
- Six Sigma or Quality-related certification is a plus. (nice to have)
- Experience with AI tools or performance optimization technologies is an advantage. (nice to have)
- Background in coaching methodologies or leadership development is desirable. (nice to have)