Training & QA Specialist

Job description

About the Job: The Campaign Training Specialist supports Training and Operations to ensure campaign readiness, performance alignment, and continuous improvement. This hands-on role requires active involvement in Quality Assurance (QA), operations support, and campaign ownership. You will report to the Operations Manager / Senior Operations Manager and handle assigned campaigns end-to-end from a training and quality perspective. What You'll Do: Deliver onboarding, upskilling, cross-training, and refresher sessions aligned with operational KPIs. Identify training needs and performance gaps using QA results, operational data, and stakeholder feedback. Develop and maintain training materials, manuals, job aids, and knowledge bases per campaign. Assist with QA calibration and monitoring to identify training gaps and provide actionable recommendations. Support Operations by addressing performance trends, risks, and quality issues. Collaborate with Operations Managers, Team Leads, SMEs, and clients to ensure campaign success. Track training effectiveness and follow up on improvement plans. Manage multiple campaigns efficiently while adapting to changes and updates. What You'll Bring: 2+ years of training experience in BPO/outsourcing. Experience in Quality Assurance and performance evaluation. Medical Billing experience is a plus! Strong understanding of operations and end-to-end campaign workflows. Strong facilitation, communication, and presentation skills. Proficiency in MS Office (Outlook, Word, PowerPoint, Excel). Ability to manage multiple campaigns and priorities effectively. Strong collaboration skills with Operations and cross-functional teams. Detail-oriented, organized, and data-driven. Demonstrates initiative, ownership, and continuous improvement mindset. Positive attitude and strong interpersonal skills. Familiarity with interactive and adult learning methodologies. What we have to offer: A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands. A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally A market competitive total compensation/rewards package including: Day 1 HMO Competitive pay including incentives and generous allowances Payment of all statutory government benefits 25 days of annual paid leave some days are convertible to cash 13 th month pay Onsite medical support Employee Engagement Events Employee Referral Program Skills, training for personal and professional development A million possibilities are waiting to be ignited. Click "Apply Now"! About FGC+ #SparkSuccess at FGC+! Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication. Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success. Here, you are more than just an employee —you are part of a team where you can truly thrive and make a difference.