Quality Specialist

About the role 

We are seeking a dedicated Quality and Training Specialist to join our Customer Success team. This role involves monitoring the quality of customer service interactions, providing timely coaching and training to team members, conducting regular training sessions for newcomers, and reporting on quality metrics and the effectiveness of coaching interventions to ensure our customers receive the highest level of service and support. 

• Conduct regular quality assessments of customer success (CS) queues and score calls based on established quality standards. 
• Identify areas of improvement and provide timely, constructive feedback to CS team members. 
• Develop and implement coaching and training plans to address performance gaps. 
• Conduct regular training sessions for new team members and ongoing training for the team. 
• Tra...