Training & Quality Instructor

Description

Role Overview

The Technical Training & Quality Instructor balances three equal pillars: technical training, quality & performance insight, and technical writing. You design and deliver training, analyse tickets and analyse CSAT call drivers to upskill agents, and

own clear, accurate knowledge content — so agents resolve issues confidently and customer experience improves.

Responsibilities

Responsibilities

Technical Training

• Design and deliver technical training for new hires and existing agents on products,troubleshooting, tools, and customer handling.       
• Run upskilling programmes that close skill gaps identified from quality, tickets, and CSAT insights.
• Partner with global training and local stakeholders to keep curriculum current with product and process change.

Quality & Performance

• Analyse service tickets and interaction data to identify recurring issues, knowledge gaps, and root causes affecting resolution quality.
• Analyse CSAT and call drivers; prioritise top drivers and turn findings into coaching, process, or content actions for internal and external stakeholders.     
• Track above metrics and give structured feedback that improves agent performance and customer experience.

Technical Writing & Knowledge

• Own and maintain the internal knowledge base for residential energy process, software, and product content.
• Work with SMEs to gather accurate information and write clear procedures and articles for agent audiences.
• Edit to style standards, validate accuracy through review, and keep content current as products and processes change.

Requirements

Requirements

• Experience across technical training, quality or performance analysis in a support environment, and technical or process writing.
• Ability to analyse tickets, CSAT, and call drivers and convert insights into upskilling, coaching, and knowledge updates that improve CSAT and quality.·        
• Clear technical writing: concise procedures, style-guide discipline, and SME collaboration.       
• Technical aptitude to learn energy products and systems quickly and explain them simply.        
• Excellent analytical and problem-solving skills, with the ability to manage complex information and make data-driven decisions.
• Highly organized, self-driven, and reliable, with strong attention to detail and follow-through on tasks; structured and professional written and verbal communication skills
• Business fluent English is a big plus.        
• Proficiency in Excel and strong data analytics skills.