Quality & Training Specialist

Ornikar

. Create training materials . Train Level 1 and Level 2 (L1/L2) teams during onboarding and product or process updates . Track the teams’ skills development . Keep playbooks, FAQs, macros, and guides up to date . Conduct

Posted 10/23/2026full-timeParis • FranceJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in training and quality control within customer service environments, with a strong focus on process optimization, audit analysis, and AI integration. Capable of developing training materials and leading teams to enhance skills and operational efficiency.

Highest-signal resume keywords

Training DevelopmentQuality AuditingProcess OptimizationAI IntegrationAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training Materials CreationQuality ChecksAudit AnalysisKPI AnalysisProcess DesignSkills Development TrackingCalibration Sessions LeadershipCorrective Action PlansChatbot DevelopmentAutomation Tools

Soft Skills

Interpersonal SkillsProactive MindsetAnalytical Thinking

Tools & Technologies

Transcript ToolsAutomated Scoring ToolsSupport Automation Tools

Industry Keywords

Customer ServiceMultichannel EnvironmentOperational DocumentationExternal Service ProvidersAI Bias Identification

About the role

Key responsibilities & impact

Create training materials
Train Level 1 and Level 2 (L1/L2) teams during onboarding and product or process updates
Track the teams’ skills development
Keep playbooks, FAQs, macros, and guides up to date
Conduct internal quality checks and audits at external service providers
Lead calibration sessions and challenge audit scorecards
Analyze audit and CSAT results
Drive corrective action plans and ensure stakeholder visibility
Leverage transcript and automated scoring tools to maximize audit coverage
Prioritize manual reviews and identify recurring pain points
Identify AI biases and inconsistencies and adjust its parameters
Design procedures for product and process releases
Provide occasional subject-matter expertise to Sales teams and partners
Collaborate with Business Operations to optimize processes and automate support tools
Embed quality considerations into new projects
Contribute to the development and continuous improvement of chatbots

Requirements

What you’ll need

2–3 years of experience in a similar quality, training, or operational quality control role within a customer service organization
Ideally, experience in a multichannel environment, including managing external service providers
Excellent interpersonal and training skills
Ability to train teams and support the skills development of L1/L2 teams
Ability to lead calibration sessions with stakeholders
Proactive mindset and strong analytical skills
Ability to analyze KPI anomalies, identify root causes, and develop action plans
Highly rigorous approach to conducting audits, structuring reports, and maintaining operational documentation
Strong interest in AI and automation
Valid authorization to work in France, where required

Benefits

Comp & perks

1 additional day off per month (RTT), in addition to 25 days of statutory paid leave
The opportunity to obtain your driving license free of charge
1 remote-working day per week
A Swile card with €11 per day in meal vouchers, 50% covered by Ornikar
€45.40 per month toward transportation costs, 100% covered
Alan supplementary health insurance
A Gymlib membership for sports and wellness
Access to Edflex, our learning platform, to support your ongoing development
Numerous discounts through Leeto, our Works Council (CSE) partner
Bright Paris offices with access to a large garden
Regular events: AfterRoads, Summer Party, Christmas Party, and Q-Launch
Daily deliveries of seasonal fruit baskets and a snack bar
A culture that encourages initiative, autonomy, and collective growth