Quality Assurance Training Lead

EMINENT, INC.•Cerritos, CA

11d•$26 - $27

About The Position

The Quality Assurance Training Lead is responsible for developing, documenting, and communicating the processes that support and enhance Quality Assurance operations. The person in this role will provide thorough onboarding training for new hires and ongoing training classes for all QA agents, develop follow-up training material for training existing QA agents, manage documentation of policies, procedures and training manual to ensure instructions are user-friendly and comprehensive. Establishing clear, efficient workflows for the QA team and collaborating with other departments to improve internal tools and systems. The position requires adaptability, strong communication skills, and a proactive approach to continuous improvement in a dynamic, fast-paced environment. The position also requires flexibility to travel as needed to support in-person training sessions or cross-departmental initiatives.

Requirements

Ability to work in a team environment and give honest and direct feedback.
Ability to communicate in both, spoken and written, English with professional-level proficiency.
Comfortable working in a very collaborative, creative, fast paced, and agile environment
A demonstrated passion for teaching and developing employees at all levels.
Innovative thinking to adapt to the demands of a quickly growing company.
Self-sufficient and able to envision training curriculum and successfully execute said vision.
A fun and interactive approach to building rapport and training retention.
Ability to manage multiple projects simultaneously and to keep abreast of innovative design trends and technologies.
Flexibility to travel as needed.
Fluent in both English and Spanish, with strong verbal and written communication skills in both languages.
Experience with Microsoft Word and Excel.
Familiarity with training tools and documentation platforms.
Exceptional organizational skills and attention to detail.
Experience developing and facilitating training programs.

Nice To Haves

Quality Assurance experience
Bachelor’s Degree
Experience in process development within an E-Commerce environment

Responsibilities

Train newly hired QA agents.
Facilitate ongoing training sessions for current QA agents to ensure knowledge retention and upskilling.
Coordinate training schedule with the hiring and training demands of the department.
Coordinate tools, resources and access to internal systems for new hires.
Provide training on new processes, policies and procedures for all agents when necessary.
Design courses to train agents to achieve the performance expectations of the department.
Collaborate with QA leads to identify areas where additional training is needed.
Develop, refine, and communicate QA operational workflows and procedures.
Maintain/update training materials, policies, and procedural documentation and ensure they are comprehensive, accurate, and user-friendly.
Partner with other departments to align QA processes with broader organizational goals.
Support the rollout of new tools and enhancements that impact QA workflows for process efficiency.
Identify gaps in current QA training and processes; propose and implement improvements.
Gather feedback from QA agents and managers to iterate and improve training and process materials.
Stay informed of industry best practices in QA and training to inform internal strategies.