Quality Trainee

Overview:

Prodapt has a singular focus on the Connectedness vertical. We partner with the leading creators of our hyper-connected world. Prodapt’s customers range from telecom operators, digital / multi-service providers (D/MSPs), technology and digital platform companies in the business of connectedness. Prodapt’s customers today help more than a billion people, and five billion devices stay connected.

The Senior QA & Trainer plays a dual role within Field Support Operations. The initial focus will be on onboarding and training incoming agents, ensuring they are equipped with the knowledge and skills needed to handle service activations, troubleshooting, and restoration activities. As the team matures, the role transitions into quality monitoring and analysis, with ongoing responsibility for training any backfill hires.

• Design and deliver new hire training covering systems, tools, SOPs, and technical troubleshooting workflows.
• Evaluate agent readiness during training and provide structured feedback before agents go live.
• Monitor and evaluate calls and chats using quality scorecards once the team is operational.
• Identify performance and knowledge gaps through QA findings and address them through coaching or refresher training.
• Conduct one-on-one coaching sessions and collaborate with Team Leads on agent improvement plans.
• Compile and present QA reports highlighting team trends and recurring issues to leadership.
• Own onboarding for backfill hires, ensuring consistent and timely ramp-up to productivity.
• Contribute to the ongoing review of training materials, scorecards, and quality standards as operations evolve.
• Conduct root cause analysis of issues and drive corrective and preventive actions to avoid recurrence.
• High school diploma or GED required; associate degree or technical certification in a related field preferred.
• 3+ years in technical support or call center operations, with at least 1 year in a training or QA capacity.
• Proven ability to design and deliver training in a fast-paced, technical environment.
• Basic knowledge of telecommunications concepts — internet, networking, and service provisioning.
• Strong communication skills with the ability to coach individuals and present findings to leadership.