Lead Trainer

Who We Are
Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients. We support fast-growing e-commerce brands by helping them scale efficiently through high-quality back-office, order management, and customer support services.

Who Were Looking For
CatalyzeX is seeking a QA, Training & Reporting Specialist to lead the quality and learning efforts for our customer experience teams. In this role, you'll be responsible for training new agents, coaching performance based on real customer interactions (both human and AI-assisted), and ensuring consistent alignment with the clients tone, voice, and compliance standards.
This role is ideal for someone who is both detail-oriented and people-focused able to identify areas for improvement and deliver hands-on coaching that builds confidence and quality across the team.

What You'll Do

• Design, deliver, and continuously improve onboarding and training programs for both new hires and existing agents
• Serve as the go-to expert on Gorgias and similar CRM tools teaching functionality, use cases, and best practices
• Coach agents using real interaction audits focusing on communication quality, brand voice, tone, accuracy, and compliance
• Monitor agent performance through periodic QA reviews and calibrations
• Collaborate with leadership to ensure training content is updated and aligned with current brand policies and processes
• Develop and maintain centralized documentation (SOPs, training decks, videos, quick-reference guides)
• Conduct audits on both human and AI-driven interactions to ensure high-quality support delivery
• Identify trends, skill gaps, or tool challenges and recommend solutions or training adjustments
• Support with QA reporting and training insights that drive team performance

What You Bring

• Proven experience in customer service training, coaching, or QA, ideally in e-commerce or SaaS support settings
• Deep working knowledge of Gorgias or similar customer support platforms
• Strong understanding of brand voice, tone, and compliance enforcement
• Excellent communication, mentoring, and facilitation skills
• Confidence in analyzing agent interactions and delivering focused, actionable feedback
• Detail-oriented with a passion for documentation, process improvement, and agent enablement
• Ability to manage multiple training/coaching cycles in a fast-paced environment
• (Bonus) Familiarity with auditing AI-generated or assisted support interactions

Tools You Might Use

• CRMs: Gorgias, Zendesk, Intercom, Freshdesk
• QA & Training: Google Docs/Sheets, Notion, Loom, Slack, Confluence
• AI/Automation: Gorgias Automations, Zendesk AI, Intercom Fin
• QA Scorecards: Manual or using tools like Klaus, Playvox, MaestroQA (if applicable)

Technical Requirements

• High-speed internet (minimum 20 Mbps or fiber connection)
• Noise-cancelling headset
• Reliable computer system
• Power and internet backup

Rates and Expectations

• Full-time Contract Role
• Rate: $6 - $7 
• Work Schedule: To be determined (typically U.S. business hours EST or PST)

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.