Tangelo aims to improve healthy food access and promote healthier lifestyles by making nutritious, affordable, and delicious food options accessible through a benefits platform for low-income families and those with chronic conditions. Our platform provides subsidized medically tailored meals and healthy grocery delivery at reduced costs, or even free, through partnerships with insurance companies, governments, universities, non-profits, and employers.

The QA Trainer is responsible for ensuring the quality and consistency of customer interactions by designing and delivering training programs for customer service representatives. This role involves assessing the performance of customer service agents, identifying training needs, and developing training materials to address gaps. The QA Trainer also plays a key role in coaching and mentoring customer service representatives to improve their skills and knowledge, ultimately enhancing the overall customer experience.

Role Scope:

Training Program Development: Design and develop training materials, modules, and resources for new hire training, ongoing skill development, and refresher training programs.

Quality Assurance (QA) Assessment: Evaluate customer service interactions through call monitoring, email reviews, and other quality assessment methods to identify areas for improvement.

Training Needs Analysis: Conduct regular assessments of customer service representatives’ performance to identify training needs and areas for improvement.

Training Delivery: Facilitate training sessions, workshops, and coaching sessions for customer service representatives, both in-person and virtually.

Performance Coaching: Provide individualized coaching and feedback to customer service representatives to help them improve their performance and meet quality standards.

Product and Process Training: Ensure that customer service representatives are knowledgeable about products, services, and company processes through comprehensive training programs.

Documentation and Reporting: Maintain accurate records of training activities, assessment results, and training completion rates. Prepare regular reports on training effectiveness and areas for improvement.

Continuous Improvement: Stay informed about industry trends, best practices, and emerging technologies in customer service training and quality assurance. Continuously update training materials and methods to ensure relevance and effectiveness.

Collaboration: Work closely with other departments such as operations, customer support, and product development to identify training needs and address customer service issues.

Compliance: Ensure that training programs and practices comply with company policies, procedures, and regulatory requirements.

Requirements

• Bachelor’s degree in business administration, education, communication, or a related field.
• Proven experience in quality assurance and training, preferably in a customer service or call center environment.
• Strong knowledge of customer service principles, practices, and standards.
• Excellent communication and interpersonal skills, with the ability to effectively convey information and provide feedback to individuals and groups.
• Experience in designing and delivering training programs, including curriculum development, instructional design, and facilitation.
• Ability to analyze data and performance metrics to identify training needs and measure training effectiveness.
• Proficiency in Microsoft Office applications and training software/tools.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively.
• Flexibility to adapt to changing business needs and priorities.
• Certification in quality assurance or training (e.g., ASTD, Six Sigma) is a plus.

Benefits

• Competitive salary

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance
• Unlimited Paid Time Off Policy (Vacation, Sick & Public Holidays)
• Remote First! Work From Home
• Company Provided Hardware
• Wellness Resources

About the company

Tangelo is the food benefits platform that makes it easier and more affordable for Americans to access fresh, nutritious foods.