Customer Success Training & QA Lead

Position Overview:

We are seeking a proactive and experienced Customer Success Training & QA Lead to drive the development, delivery, and optimization of training and quality assurance programs within our call center. In this dual-function leadership role, you will be responsible for equipping our team with the skills, tools, and standards needed to deliver exceptional service while also ensuring consistent quality across all customer interactions.

As a key leader, you will own the QA program, collaborate closely with customer success management, and provide continuous feedback loops that support both agent growth and organizational excellence. Your goal is to ensure every team member is performing at a high level, aligned with best practices, brand standards, and key success metrics.

Key Responsibilities:

Training Program Leadership Collaboration 

• Design and implement end-to-end training programs for onboarding, ongoing development, and cross-training.
  
  
• Create engaging content such as e-learning modules, in-person sessions, knowledge base articles, and job aids.
  
  
• Lead new hire onboarding to ensure early alignment with company values, tools, and service expectations.
  
  

Quality Assurance Program Ownership

• Lead the QA process for the Patient Care team, including call/chat monitoring, scorecard calibration, and trend analysis.
  
  
• Build and manage QA scorecards aligned with KPIs such as CSAT, AHT and compliance standards.
  
  
• Provide actionable QA feedback to agents and collaborate with supervisors for performance improvement plans.
  
  
• Analyze trends in quality metrics to identify training needs, process gaps, or policy inconsistencies.
  
  

Performance Coaching & Development

• Conduct ongoing evaluations and 1:1 coaching based on QA reviews and team performance data.
  
  
• Partner with leads and supervisors to implement personalized coaching plans that support individual growth.
  
  
• Deliver refresher trainings, roleplays, and workshops to reinforce high-impact behaviors.
  
  

Reporting & Insights

• Maintain accurate documentation of training outcomes and QA scores across teams.
  
  
• Present regular reports to leadership, identifying root causes, success stories, and improvement opportunities.
  
  
• Use QA and training data to shape quarterly strategy and recommend operational improvements.
  
  

Cross-Functional Collaboration

• Work closely with Operations, Product, and Leadership teams to ensure training and QA programs reflect real-time business needs.
  
  
• Participate in calibration sessions with QA analysts, team leads, and management to ensure consistent scoring and alignment.
  
  

Culture & Excellence

• Promote a culture of continuous improvement, learning, and customer-first thinking.
  
  
• Act as a mentor and go-to resource for trainers, QA reviewers, and frontline agents.
  
  
• Encourage accountability, ownership, and pride in delivering high-quality service.
  
  

Qualifications:

• 4+ years of experience in customer service or customer success, preferably in a high-volume call center environment.
  
  
• 2+ years in a training, QA, or team leadership role with proven results.
  
  
• Deep knowledge of call center operations, quality assurance practices, and coaching methodologies.
  
  
• Strong facilitation, communication, and performance management skills.
  
  
• Experience working with QA tools, CRM systems (e.g., Zendesk), and learning management systems (LMS).
  
  

Preferred Skills:

• Experience leading QA programs or managing QA analysts.
  
  
• Certification in training, coaching, or quality assurance.
  
  
• Familiarity with CSAT, QA automation tools, or conversation analytics platforms.
  
  
• Ability to translate data into actionable strategies that improve outcomes.