Quality & Training Analyst
Há 20 horas
About DraiverDraiver is a global leader in mobility, transforming fleet management through innovative technology, data, and operational excellence.With a rapidly expanding international presence, we deliver smart solutions that connect drivers, businesses, and customers in a more efficient, safe, and scalable way. Our mission is tooptimize operations, drive innovation, and redefine the future of mobility, ensuring quality and performance across every market we serve.At Draiver, we believe our strength is in our people. That's why we seek out talent who want to grow with us and be part of a collaborative, diverse, and results-driven team.Key ResponsibilitiesReview and analyze CSAT surveys from calls, chats, and forms to identify trends, root causes, and opportunities for improvement.Distinguish between dissatisfaction caused by controllable behaviors and dissatisfaction tied to broader process limitations.Audit and monitor customer interactions (calls, chats, bookings) to verify compliance with established standards and service flows.Provide structured, actionable feedback to agents and partner with coordinators for targeted follow-up.Design and deliver uptrainings, refreshers, and retrainings to address recurring issues or knowledge gaps.Lead the onboarding process for new hires, including:Training on company processes and tools.Using adaptive methods such as roleplay, activities, visuals, and shadowing with top-performing agents.Supporting new hires through their nesting period until they are fully independent.Collaborate with different teams to update SOPs, ensuring processes remain accurate and aligned across the company.Keep all documentation and training materials current and provide updates to agents as processes evolve.Identify opportunities to improve efficiency and reduce handle time across the team.Translate QA findings into targeted training initiatives.RequirementsExperience designing and facilitating training programs for individuals and groups.Strong analytical skills to interpret data and evaluate performance trends.Excellent verbal and written communication skills.Highly organized, detail-oriented, and able to manage multiple priorities at once.Ability to collaborate with multiple teams across regions and time zones.You must be adaptable We are a startup, and change is part of our routine.Nice to HaveExperience in a fast-paced, high-volume Support environment.Experience managing CRM/Support platforms is a plus.Background in call center operations, customer service quality programs, or process improvement initiatives.Advanced training design (e.g., use of instructional design methods, e-learning tools, or coaching programs).
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