Training and Quality Lead (E-Commerce)

Job description

We are looking for a Training and Quality Lead with strong e-commerce experience to oversee training programs, quality assurance processes, SOP creation, and customer service performance improvement. The ideal candidate has experience in coaching teams, conducting QA evaluations, building learning materials, and driving operational excellence in a fast-paced customer support environment.

Key Responsibilities

• Develop and implement training programs for customer service teams
• Create and maintain SOPs, process guides, and knowledge base materials
• Conduct onboarding, refresher training, coaching, and performance calibration sessions
• Monitor customer interactions and perform QA evaluations across chat, email, and phone channels
• Identify performance gaps and recommend action plans for improvement
• Track QA metrics, tra...