This opportunity would be with Tools for Humanity.Location: Dublin, IrelandRole Overview:As a Training and Quality Specialist at Tools for Humanity, you will play a critical role in enhancing our customer experience through comprehensive quality auditing programs, training curriculum development, and stakeholder management. This role demands a blend of expertise in QA across customer experience, fraud, trust and safety, compliance, and hardware to ensure excellence in service delivery.About the Role:Assist in the development and maintenance of a comprehensive quality auditing programs, including scorecard creation, scoring rubrics, audit schedules, and performance management standards across customer experience, fraud, trust and safety, and compliance.Collaborate with BPO partner quality teams to support and refine the audit-the-auditor program, ensuring all partners align with our high standards.Contribute to the creation of a world-class training curriculum for Orb Operators, internal CX Analysts, BPO Partner Agents, and Technical Support teams, reflecting industry best practices and our unique product offerings.Work closely with the CX Training and Quality Program Manager to monitor and report on training and quality assurance metrics, using data to drive continuous improvement.About you:2+ years of experience in CX training and quality assurance, ideally within a technology, startup, blockchain, crypto, or similar fast-paced industry.Demonstrated experience in supporting the development and implementation of omni-channel training and quality programs across multiple lines of business and/or products using a data driven approach. Experience with SQL and Business Intelligence tools is a plus.Familiarity with common CX tools, LMS, and QA tools, showcasing a capacity to quickly learn and leverage new technologies.Experience working with or supporting BPO and/or managed service provider partnerships.Excellent cross functional stakeholder management and communication skills with internal (Product, Engineering, Operations, Legal, Trust & Safety, Fraud) and external stakeholders (BPO partners, 3rd party vendors).Strong organizational skills, with the capability to manage multiple tasks and projects simultaneously with a focus on continuous improvement and excellence in service delivery. Six Sigma experience is a plus.Excellent written and verbal communication skills in English required, with a preference for multilingual proficiency in Spanish, Portuguese, Japanese, German, or other languages.Proficient in CRM platforms (Zendesk, Salesforce, etc), LMS platforms, and collaboration tools such as Notion, Lokalize, and Figma with intermediate to advanced skills in Excel/Sheets.
