Customer Support QA Training Lead

A company is looking for a Customer Support Quality Assurance & Training Lead. Key Responsibilities Develop and deliver training programs and internal workflows to enhance agent efficiency and resolution speed Refine and document standard operating procedures (SOPs) and workflows to improve the agent experience Establish and manage a Quality Assurance program to evaluate and enhance agent performance across support channels Required Qualifications 3+ years of experience in QA, training, or learning & development within a support or operations environment Experience in analyzing performance metrics and translating insights into actionable plans Proficiency in designing and delivering training for tools and processes Knowledge of quality assurance methodologies in customer support Familiarity with support platforms such as Salesforce Service Cloud or Zendesk