Commerce - Quality Assurance and Training Program Manager

mprove quality performance.

• Research and understand customer expectations and needs to drive their satisfaction.
• Identify and develop individualized and group training plans to address varying needs.
• Effectively communicate updates and developments with team members, trainers, and management.
• Produce statistical reports and insights on quality performance.
• Calibrate and certify in-house and outsourced trainers and subject matter experts.
• Be responsible for the initial SOP setup, local language translation, system, and process test to meet the launch readiness requirements when the business expands to new countries.
• Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.
• Develop a curriculum to support classroom training and alternative training.
• Provides feedback on existing curriculum for training improvements.
• Prepares training booklets, administers tests and role-plays, as well as complete daily reports on your training experience.
• Actively works with the QA to ensure alignment of technical specifications and processes.
• Attends periodic calibration sessions with QA and Operations to ensure calibration on program-related issues.

Qualifications

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience.
• Fluency in English and Portuguese is required for the role.
• 3 years of experience in training, preferably in customer service.
• Excellent written, verbal, and interpersonal communication skills.
• Experienced in developing and executing training programs.

Preferred Qualifications:

• Experience in e-commerce or marketplace platforms is a plus.