Sr QA Training Coordinator (Customer Service)

TL;DR

Sr QA Training Coordinator (Customer Service): Overseeing training, auditing and mentoring front line agents and offshore teams with an accent on quality assurance and procedural documentation. Focus on developing training policies, calibrating offshore QA teams, and ensuring world-class customer service delivery.

Location: Onsite in East Aurora, New York

Salary: $23.1 - $27 Hourly

Company

A leading global toy and family entertainment company and owner of iconic brands including Barbie, Hot Wheels, and Fisher-Price.

What you will do

• Oversee offshore QA Training and Auditing teams and develop their policies and procedures.
• Create and maintain training classes and electronic documentation.
• Update policies and procedures within Salesforce and legacy databases.
• Lead calibration meetings to mentor offshore QA/Training teams.
• Collaborate with Brand Analysts and Enterprise teams to ensure updated product and policy communications.

Requirements

• Strong written and verbal communication skills with proven presentation abilities.
• Experience with Salesforce, Outlook, Teams, and CATS.
• Previous leadership experience.
• Ability to work a flexible schedule, including evenings, weekends, and holidays during peak seasons.
• Must be based in East Aurora, New York.

Nice to have

• Bachelor’s degree in Communication, Education or equivalent.
• 2–3 years of experience within a contact center or support center environment.
• Knowledge of Fisher-Price and hirify.global products.

Culture & Benefits

• Competitive total pay programs and comprehensive benefits.
• Inclusive workplace culture focused on belonging and respect.
• Performance-driven environment that values innovation and collaboration.