Provide shared augment capacity across the client's Training and Quality functions, supporting BAU activities, projects, and continuous improvement across both areas.

The role will flex between Training and Quality based on business priorities, providing additional capacity and independently progressing assigned initiatives where needed.

This role is designed to complement existing Training and Quality roles rather than replace or duplicate their core ownership. Some responsibilities will intentionally overlap with Trainers, Quality Specialists, and Quality Analysts, with the Senior Training & Quality Specialist providing additional capacity, collaboration, and support based on agreed priorities.

As a senior individual contributor, the role is expected to take ownership of assigned work, identify opportunities for improvement, and make recommendations while working within the existing Training and Quality structure

Training

■ Support the development, review, and maintenance of training content, learning resources, and job aids, working alongside the Trainer and Training & Quality Manager.
■ Support the creation and ongoing maintenance of Instructor Guides and supporting trainer materials.
■ Provide additional support with the onboarding and development of new trainers where required.
■ Partner with the Training & Quality Manager on the review and improvement of Zendesk Copilot recommendations and suggestions.
■ Support reviews of knowledge articles, MSAs, and other agent-facing resources from a learning perspective.
■ Work with Training and Quality colleagues to translate identified knowledge gaps into appropriate learning solutions, including refreshers, quizzes, job aids, and knowledge updates.
■ Take ownership of assigned Training projects or workstreams where additional capacity is needed.
■ Support periodic reviews of existing learning materials to ensure they remain accurate and relevant.

Quality

■ Complete additional quality evaluations when needed, supplementing the core evaluation coverage owned by the Quality Specialists and Analysts.
■ Regularly validate AutoQA scoring against human evaluations and document discrepancies.
■ Work alongside the Training & Quality Manager and Quality Analysts on Zendesk QA testing, changes, and ongoing improvements.
■ Support DSAT scrubbing when additional capacity is required, while existing ownership of DSAT analysis remains unchanged.
■ Participate in calibration activities alongside the wider Quality team.
■ Flag recurring themes, knowledge gaps, and potential improvement opportunities identified through evaluations for further investigation.
■ Take ownership of assigned Quality projects or workstreams where additional capacity is required.

Training & Quality Improvement

■ Work with Quality Analysts and Training colleagues to turn QA findings into appropriate Training, knowledge, or process improvements.
■ Support the development of Zendesk QA quizzes and other targeted learning interventions where knowledge gaps are identified.
■ Help review the impact of Training or knowledge interventions alongside the existing owners.
■ Support cross-functional projects that span both Training and Quality.
■ Identify opportunities to improve existing Training and Quality processes, resources, and tools and make recommendations to the relevant owner.
■ Provide additional implementation and testing capacity for new Training and Quality functionalit

Operating Expectations

■ Work across both Training and Quality, with priorities agreed with the Customer Care Training & Quality Manager.
■ Flex between the two functions based on workload and business priorities.
■ Complement rather than replace the core responsibilities of existing Trainers, Quality Specialists, and Quality Analysts.
■ Where responsibilities overlap, work in partnership with the existing owner rather than creating a separate or duplicate process.
■ Independently own activities, projects, or workstreams specifically assigned to the role.
■ Communicate capacity constraints, risks, and competing priorities early.
■ Operate as a senior individual contributor rather than a people manager.

Measures of Success

Success will be measured through:

■ Delivery and quality of agreed Training and Quality BAU activities.
■ Accuracy and timeliness of AutoQA validation and additional evaluations.
■ Effective support of Zendesk QA testing and improvements.
■ Quality and usability of training and learning resources produced or updated.
■ Timely delivery of assigned Training and Quality projects.
■ Identification and appropriate escalation of quality, knowledge, and learning opportunities.
■ Effective collaboration with existing role owners across Training and Quality.
■ Ability to flex between both functions while maintaining accountability and follow-through.