About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are changing the way people think about customer service, and we need your help!
Are you a leader with a passion to help people learn? We’re looking for a Quality Assurance Analyst/Training Facilitator to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities.
As Quality Assurance Analyst/Training Facilitator, You Will…
Main Responsibilities
- Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
- Complete Quality Assurance and coaching session reports on a weekly basis
- Attend and participate in meetings with supervisors and managers to review monitoring lists
- Attend and participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
- Report scripting problems or questions from callers to appropriate departments
Secondary Responsibilities
- Provide training to new and existing employees
- Develop and deliver training plans and curriculum to classes of up to 25 people
- Develop and utilize a variety of creative teaching techniques
- Develops and administers knowledge assessment testing
- Assist with QA monitoring, feedback and coaching
- Maintain up-to-date reporting on training progress, effectiveness and improvements
- Perform other duties as assigned
As Quality Assurance Analyst/Training Facilitator, You Have…
- BS/BA in Education or Business Administration or equivalent work experience required
- 3+ years previous contact center experience preferred
- 1-2 years of Quality Assurance experience (preferred)
- Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
- Experience in customer service training
- Intermediate knowledge of MS Excel, MS Word and MS Office (required)
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills
- Ability to multi-task under high-pressure situations
- Ability to solve problems and offer suggestions in a positive and developmental manner
- Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
- Ability to perform basic mathematical functions to ensure scoring accuracy
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Valid travel documents for international travel
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- Bachelor’s degree in Education or Business Administration, or equivalent work experience
- 3+ years of contact center experience
- 1–2 years of Quality Assurance experience
- Knowledge of adult learning principles and ability to apply them to training curricula
- Experience in customer service training
- Intermediate knowledge of Microsoft Excel, Microsoft Word, and Microsoft Office
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills
- Ability to multitask in high-pressure situations
- Problem-solving ability and ability to provide positive, developmental suggestions
- Ability to listen attentively and analyze and score customer service calls
- Ability to perform basic mathematical functions for scoring accuracy
- Ability to interact effectively with employees at all organizational levels and diverse backgrounds
- Valid travel documents for international travel
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
