About this role
The Quality Assurance & Training Officer is accountable for designing and managing a COPC aligned quality program (transaction monitoring) and a data driven training lifecycle that improves customer experience, reduces defects, and sustains operational performance. The role ensures quality and training processes are statistically reliable, well calibrated, and directly linked to key drivers of CSAT, FCR, cost per contact, and productivity—core outcomes emphasized by the COPC CX Standard.