Senior Training and Quality Assurance Specialist

📍 Office location: Debrecen

🧑‍💻Work mode: Onsite / Hybrid / Remote

🕒 Job Type: Full-time

💬 Language Requirement: English (C1)

The Senior Training and Quality Assurance Specialist is responsible for overseeing the training, development, and coordination of Managed Service training programs, ensuring continuous professional growth within the team. This role plays a key part in maintaining high service standards as defined in client agreements.

To uphold these standards, the Senior Training and Quality Assurance Specialist will monitor, evaluate, and implement improvements to enhance the overall quality of services provided by TCIS. This includes conducting routine quality inspections, identifying gaps, and working closely with various teams to address and resolve issues within the service delivery process.

Additionally, this role involves proactively developing training initiatives, ensuring that team members are equipped with the necessary skills and knowledge to maintain exceptional service performance.

Requirements

Key Tasks and Responsibilities

· Oversee and manage all service training materials for both the company and clients, ensuring they remain up to date and relevant.

· Deliver training sessions—both in-person and remotely—to all members of the service delivery team.

· Monitor and support the continuous development and progression of all service team members, ensuring ongoing professional growth.

· Design, coordinate, and manage training schedules for new hire inductions, catering to both internal and external stakeholders.

· Utilize procedural, informational, and technical documentation effectively to enhance training and knowledge-sharing.

· Evaluate and assess customer interactions (calls, chats, and emails) by analyzing key service components, including script adherence, product knowledge, service delivery, communication etiquette, objection handling, and efficiency.

· Lead quality assurance initiatives, including contact monitoring, evaluation, and calibration scoring, ensuring alignment with service excellence standards.

· Analyze quality and performance trends, providing data-driven recommendations to enhance service delivery and operational effectiveness.

Skills / Attributes Required

To succeed in this role, an individual must demonstrate the ability to perform each essential responsibility effectively. The following knowledge, skills, and competencies are required:

Core Competencies:

• Exceptional written and verbal communication skills , with the ability to engage professionally and confidently at all levels.
• Strong understanding of the systems actively used within the service, ensuring efficient training and quality assurance processes.
• Creative problem-solving skills , applying innovation to develop effective solutions.

Technical Skills:

• Proficiency in Microsoft Office applications.
• Intermediate to advanced knowledge of IT support services , ensuring a deep understanding of technical training needs.
• Experience with CRM software platforms is preferred.

Behavioural Skills:

• Customer-focused mindset , with a deep understanding of service excellence and communication best practices.
• Outstanding presentation and facilitation skills , capable of engaging diverse audiences.
• Proven ability to implement program changes effectively , including managing external client certification processes for training materials.
• Adaptability and flexibility , able to work under pressure and meet tight deadlines.
• Highly self-motivated , with strong organizational and time management skills.
• Effective follow-up skills , ensuring that learning objectives are met and quality standards are maintained.
• Meticulous attention to detail , ensuring accuracy in training and quality assessments.
• Strong problem-solving capabilities , with a proactive approach to addressing challenges.
• Energetic and dynamic facilitation style , capable of reading an audience and adjusting delivery accordingly.
• Ability to manage multiple projects simultaneously in a fast-paced and evolving environment.

Qualifications [EDUCATION and/or EXPERIENCE]

• Previous experience in BPO, Customer Service minimum 2-3 years, and/or technical account management is highly desirable.

· Previous experience working with Ticket Logging systems, SaaS or Sales fields.

· Proven track record demonstrating the skills, expertise, and leadership qualities outlined in this document.

Languages

Benefits

🌟  Why Join Us? 🌟

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment