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Customer Care Unit - QA / L&D Specialist
Pinhome
Customer Service, Quality Assurance
Posted on Aug 15, 2025
About the role
The CCU QA/L&D Specialist ensures customer interactions meet company standards by monitoring quality, providing constructive feedback, and implementing training programs. This role will identify performance gaps, enhance skills, and drive service excellence.
What You Will Do
Monitor and evaluate CCU agent interactions (calls, chats) to ensure compliance with quality standards.
Assess agent responses for accuracy, professionalism, and empathy.
Conduct coaching and mentoring sessions to address performance gaps.
Identify trends in customer inquiries and agent performance to prevent recurring issues.
Collaborate with CCU Spv and Team Leaders to refine processes and training modules.
Develop and deliver training programs to improve technical knowledge and soft skills.
Prepare detailed quality reports with actionable recommendations.
What You Will Need
Proven experience in Quality Assurance within a customer service or contact center setting.
In-depth knowledge of quality monitoring tools and CRM systems.
Strong analytical skills with the ability to identify root causes.
Exceptional communication and coaching abilities.
High attention to detail and commitment to service excellence.
Ability to work independently and collaboratively.
