Quality Assurance & Training Specialist, Porting

Job description

About the Role The Quality Assurance & Training Specialist, Porting is responsible for designing, delivering, and continuously improving training and quality assurance programs for Porting support operations. This role supports both internal team members and BPO partners, ensuring consistent, high-quality customer interactions and operational accuracy.This position combines training development, performance evaluation, and data-driven coaching to strengthen representative effectiveness and improve customer outcomes. Training & Enablement: - Design, develop, and maintain Porting training programs aligned with product functionality, carrier workflows, and operational standards - Partner with Training & QA stakeholders to define and evolve the porting-specific curriculum, ensuring new hires ramp quickly on carrier processes, LOA requirements, and internal tools - Deliver onboarding and ongoing training sessions for new and tenured Porting representatives - Collaborate on onboarding certification design, defining readiness criteria and key milestones for handling live porting requests independently - Create and manage enablement resources, including WorkRamp courses and Notion document...