Overview The job you’ve been looking for! McGraw Hill is seeking a passionate Quality Assurance Training Specialist to join our team. If you have a knack for connecting with people, delivering high-quality training, and enhancing the customer experience, this is the perfect opportunity for you! What is this about? As our new Quality Assurance Training Specialist, you are responsible for updating existing training curriculum for various processes within the team. Develop new content based on changes in the business processes and deliver new hire and refresher training for Customer Service team members. You will also work in combination with the supervisors and process leads to monitor the agents’ ability to follow processes and provide high quality service throughout the year. Working hours for this role will be 04:30PM IST – 01:30AM IST (US Business Hours) What you will be doing: Develop, implement and manage all training materials for a set of business functions/processes. Facilitate all new hire and refresher training for said functions/processes. Assist with managing reports related to training, agent attrition, and agent competency. Monitor and evaluate the agent’s ability to perform processes accurately and completely, using a predetermined evaluation form. Partner with McGraw Hill leadership team to identify areas of improvement to training, quality monitoring and overall services. We’re looking for someone with: 5 + years of experience in Backoffice customer service-related organization. Minimum 3+ years of experience in developing, managing and delivery training curriculum. Vast experience in technical support environment. Ability to communicate effectively and strong customer service skills. Familiarity with media authoring tools (Macromedia Director, Flash, Photoshop, Authorware) is of plus. Here’s what we offer: At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions. A competitive salary, free meal coupons, free transport and an achievable bonus coupled with the opportunity to join a very successful team that focuses on making a difference. 48244