Spiro Rwanda Hiring: Call Center Quality Assurance Trainer

Join Rwanda's Leading Energy Solutions Company

Spiro, an innovative leader in Rwanda's energy sector, is seeking a talented Call Center Quality Assurance Trainer to elevate customer service excellence and develop world-class call center talent.

About the Role

A QA Trainer ensures agents deliver top-quality service by designing, conducting, and assessing training programs focused on operational efficiency and customer satisfaction. This role is critical to raising service standards, minimizing errors, and supporting employee development throughout the organization.

Key Responsibilities

Training Development & Delivery

• Design and develop comprehensive training materials
• Organize onboarding for new hires and deliver ongoing training sessions
• Cover procedures, service standards, and quality benchmarks

Quality Assurance Monitoring

• Monitor calls and customer interactions against company standards
• Track performance metrics and identify improvement areas
• Provide real-time feedback to maintain service excellence

Assessment & Coaching

• Evaluate training effectiveness using assessments and KPIs
• Provide constructive feedback and one-on-one coaching
• Create personalized improvement plans for underperforming agents

Continuous Improvement

• Update training content based on feedback and industry trends
• Facilitate knowledge-sharing workshops
• Promote adoption of new technologies and workflows

Collaboration & Documentation

• Work closely with team leaders and quality assurance department
• Maintain accurate training records and compliance documentation
• Prepare comprehensive reports on training outcomes

Required Qualifications

Experience & Knowledge

✅ 2+ years experience in call center operations, preferably in training or QA roles
✅ Knowledge of adult learning theory and instructional design
✅ Understanding of quality assurance processes
✅ Strong presentation, facilitation, and communication skills

Technical Skills

✅ Familiarity with learning management systems and QA monitoring tools
✅ Ability to work collaboratively and manage multiple initiatives
✅ Proficiency in motivating others in fast-paced settings

What We Offer

🌟 Professional Growth – Career advancement in a rapidly expanding company
🌟 Modern Environment – State-of-the-art facilities and technology
🌟 Meaningful Impact – Shape customer service excellence in Rwanda's energy sector
🌟 Collaborative Culture – Work with talented, dedicated professionals
🌟 Development Support – Access to continuous learning opportunities

Why Join Spiro?

Innovation Leader – Be part of Rwanda's energy revolution
Growth Opportunity – Expand your career with a dynamic company
Professional Excellence – Work in an environment that values quality
Real Impact – Develop talent that makes a difference

How to Apply

Send your CV to: hr.rwanda@spironet.com

Application Requirements:

1. Comprehensive CV with work experience and achievements
2. Cover Letter highlighting your training and QA experience
3. Professional References

Application Tips:

• Quantify your achievements (e.g., "Improved performance by 25%")
• Highlight relevant call center and training experience
• Showcase your quality assurance knowledge
• Demonstrate your passion for developing others

Ideal Candidate

The successful candidate will be:

• Experienced in call center operations and training
• Skilled in quality assurance and adult learning principles
• Excellent communicator and collaborator
• Analytical with strong problem-solving abilities
• Adaptable and innovative
• Committed to excellence and continuous improvement

Selection Process

1. Application review
2. Shortlisting and interviews
3. Skills assessment (training demonstration)
4. Reference checks
5. Job offer to successful candidate

Make a Difference: Join Spiro and help shape the future of customer service excellence in Rwanda's energy sector. Apply today!

Contact: hr.rwanda@spironet.com

Spiro is an equal opportunity employer. Applications reviewed on a rolling basis apply early