Trainer and Quality Assurance Specialist

About This Opportunity

At Newstel Worldwide, we believe our best trainers and quality assurance specialists come from people who have lived the role, understand our clients, and genuinely enjoy helping others succeed. This opportunity is open to current Newstel’s service providers who want to take the next step in supporting agent development and service quality. We're looking for someone who already has a strong understanding of our operations and is ready to coach, teach, and uphold quality standards across the business.

This role combines training and quality assurance. You'll help new hires build confidence, support tenured agents through coaching and refresher training, and ensure customer interactions consistently meet client and Newstel expectations. While training and support will be provided, we are looking for someone who already has a solid foundation in coaching, quality, or training within a BPO environment.

What You'll Be Responsible For

Training & Coaching

Your role as a trainer is not just to teach a process — it's to help people succeed in production.

• Deliver onboarding sessions for new hires using Newstel's training materials and standards.
• Facilitate refresher sessions, process updates, and skill-building workshops for existing agents.
• Adapt training using different learning methods such as live facilitation, role plays, shadowing, self-paced learning, and coaching sessions.
• Create, update, and organize training modules, guides, assessments, and learning resources.
• Track trainee progress throughout training and nesting, and provide coaching where needed.
• Work closely with Team Leaders and Operations Supervisor to support agents who need additional development.
• Gather feedback after every training session and continuously improve the learning experience.

Quality Assurance

Your role in QA is to ensure consistency, fairness, and actionable coaching.

• Evaluate customer interactions across voice, chat, email, and social channels using approved QA scorecards.
• Complete quality evaluations accurately and within the required turnaround time.
• Participate in internal and client calibration sessions to maintain scoring consistency.
• Identify recurring quality trends and knowledge gaps, and recommend coaching or training actions.
• Provide clear and constructive QA feedback that helps agents improve performance.
• Maintain accurate QA reports and support Operations with quality insights and recommendations.
  
  

Collaboration & Continuous Improvement

• Partner with Operations, Workforce, HR, and L&D to ensure a smooth onboarding and development journey.
• Support rollout of new processes, policy updates, and client changes through training.
• Help maintain training documentation and quality standards as processes evolve.
• Contribute ideas that improve learning, coaching, and quality processes across Newstel.

Who We're Looking For

This role is ideal for someone who enjoys helping others grow while maintaining high quality standards.

Minimum Requirements

• At least 2 years of BPO experience within Newstel or a similar customer support environment.
• Strong understanding of Newstel policies, processes, and client expectations.
• Consistent performance record with good attendance and quality standing.
• Comfortable facilitating discussions, coaching peers, and speaking in front of groups.
• Strong written and verbal English communication skills.
• Able to organize training materials and work across multiple accounts when needed.
• No active written warnings
• Attendance Points: no more than 4 points

Preferred Experience

• Previous experience as a QA, Trainer, SME, Team Leader, or Coach.
• Experience conducting coaching sessions or onboarding new hires.
• Familiarity with Zendesk, EvaluAgent, LearnUpon, and Microsoft Office tools.
• Experience participating in QA calibrations or performance reviews.