Job Description

The primary objective of the Quality Assurance / Training Facilitator role is to safeguard and continuously improve the quality of ClearSource’s service delivery while also ensuring that production staff have the skills, knowledge, and tools necessary to meet Quality Assurance expectations.

In the QA capacity — which represents the majority of this role — the analyst conducts evaluations, participates in calibrations, monitors quality variance, and bridges knowledge and process gaps between clients and ClearSource operations. In the training capacity, this individual facilitates new hire and continuation training, supervises agents during the post-classroom nesting period, and administers assessments to identify and close knowledge gaps.
When both objectives are met, clients view our services as indispensable, employee satisfaction and confidence improve, and the company achieves the healthy financials needed to retain and grow client partnerships.

What you will do Trainer/QA Analyst.

Show up for the shift and adhere to the schedule based on myHR.
Conduct evaluations using QA Guidelines as the scoring baseline to provide consistent, objective assessments of agent performance.
Participate in internal and client calibration sessions to maintain consistency and alignment in QA evaluations.
Monitor quality variance trends and flag patterns that may require targeted training or process correction.
Bridge knowledge and process gaps between client expectations and ClearSource operations by surfacing insights from evaluations.
Consolidate markdowns and important updates for the Company Newsletter.
Complete 1-on-1s with the QA Lead as required to discuss performance, calibration alignment, and improvement opportunities.
Facilitate new hire and continuation training covering product information, policies, processes, systems, emotional intelligence skills, and any other content required to achieve operations objectives.
Administer periodic assessments to confirm trainee understanding and identify knowledge gaps for remediation.
Supervise and support newly trained agents throughout the post-classroom nesting experience.
Coordinate with the Training Manager to implement course enhancements and address trainee performance opportunities.
Administer trainee satisfaction surveys and share results with the training leadership team.
Regularly participate in production activities to maintain line-of-business expertise on all programs being trained.
Exemplify the ClearSource Core Values: Customer First, Personal Accountability, Humble Courage, Hungry, Happy and Healthy.
Leverage QA insights to proactively identify training opportunities and inform curriculum updates, ensuring a continuous feedback loop between quality findings and training content.

Core Tasks

Educational Background: Bachelor’s degree in communications, Education, or a related field. Equivalent experience in the virtual assistant industry may be considered.
Industry Experience: Minimum of three (3) years of experience in the virtual assistant field, with a strong understanding of remote team operations and client interactions.
Training Expertise: Proven experience as a Trainer or in Training Development within a reputable virtual staffing company is an advantage.
Certifications (Preferred): Certified Professional in Learning and Performance (CPLP) or any recognized teaching/training-related certification.
Excellent communication skills, a keen eye for quality assurance, and a strong ability to develop and implement effective training programs.

Key Performance Indicators
Quality Assurance KPIs

95% Attendance.
Required number of quality evaluations completed per cycle.
100% completion of 1-on-1s with QA Lead.
Calibration score within ±5% compared to client and operational scores.

Training Facilitation KPIs (When Actively Facilitating)

95% training program graduation rate.
80% of all trainees achieve at least one 100% QA score during their first 30 days in production.
100% attendance at QA Calibration when not actively facilitating training (or 10 hours of side-by-side with a tenured agent if QA Calibration is not applicable).