Senior Training and Quality Specialist

About the role

The Senior Training and Quality Specialist provides additional capacity across both Training and Quality functions, supporting day‑to‑day activities, projects and continuous improvement initiatives. The role flexes between the two areas based on business priorities and works as a senior individual contributor.

Key responsibilities

• Support development, review and maintenance of training content, instructor guides, job aids and onboarding of new trainers.
• Validate AutoQA scoring against human evaluations, conduct supplemental quality evaluations and participate in calibration activities.
• Translate identified knowledge gaps into learning solutions such as quizzes, refreshers and knowledge‑base updates.
• Own assigned training or quality projects and workstreams, ensuring timely delivery and quality outcomes.
• Collaborate with Quality Analysts and Training colleagues to turn QA findings into process, knowledge or training improvements.

Required profile

• Senior‑level individual contributor with proven ownership of assigned work and ability to identify improvement opportunities.
• Strong collaboration skills, able to work alongside existing Trainers, Quality Specialists and Analysts without duplicating effort.
• Effective communication of capacity constraints, risks and competing priorities.

Required skills

• Zendesk platform (including Copilot recommendations and QA testing).
• AutoQA validation and QA testing methodologies.