Training and Quality Analyst

Job Title: Training and Quality Analyst

Team: Support Operations

Location: Remote / Hybrid

Reports to: Enablement Manager / Head of Support

About Nas.io

Nas.io helps business owners and entrepreneurs build thriving online communities. We’re building the tools and support systems that empower people to connect, grow, and build sustainable businesses. As we scale, we’re looking for a versatile and driven individual to join our team and play a key role in automation, AI improvements, and support enablement.

Role Overview

We’re looking for a Training & Quality Analyst to support Support Enablement by improving agent performance through clear SOPs, practical training materials, and targeted quality analysis.

This role focuses on identifying gaps between product behavior and agent execution, translating those insights into clear documentation and training, and partnering closely with tools, automation, and support leadership to ensure issues are addressed at the right level — whether through materials, training, or workflow improvements.

Key Responsibilities

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Identify gaps between agent training, product behavior, and real support scenarios using quality reviews, trends, and recurring issues

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Translate PRDs, escalations, and operational learnings into clear, executable SOPs

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Turn recurring escalations into SOPs or training materials whenever possible

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Collaborate closely with the Tools & Automations team to understand trending issues and distinguish between documentation gaps and workflow problems

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Flag issues that require tooling or automation changes rather than additional training

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Create simple, self-paced training materials and guides that agents can use independently

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Ensure SOPs and guides are structured clearly for both human use and AI tools (e.g. AI Co-Founder, Fin AI) to reduce conflicting or ambiguous information

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Partner with the Head of Support and shift leads to design and conduct targeted agent trainings

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Maintain and update SOPs and training materials as the product, workflows, or tooling evolve

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Track recurring issues and feed insights back into enablement and operations planning

Core Competencies

1. Quality Analysis & Gap Identification

Ability to identify where agent execution diverges from expected behavior.

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Reviewing real support cases and outputs

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Spotting recurring patterns and confusion points

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Distinguishing knowledge gaps from system or workflow issues

2. SOP Creation & Process Clarity

Ability to turn complex or unclear processes into simple, actionable SOPs.

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Writing step-by-step workflows

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Reducing ambiguity and edge cases

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Keeping documentation practical and usable

3. Training & Self-Paced Learning Design

Ability to create training materials that agents can understand and use independently.

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Designing guides, playbooks, and reference materials

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Supporting live and async training formats

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Reinforcing standards consistently across teams

4. Cross-Functional Collaboration & Judgment

Ability to work effectively with multiple teams and escalate appropriately.

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Partnering with tools, automation, and support leadership

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Knowing when to solve independently vs escalate

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Communicating issues clearly and constructively

5. Ownership, Curiosity & Continuous Improvement

Ability to take responsibility for training quality and documentation effectiveness.

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Proactively learning product behavior

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Continuously improving SOPs and materials

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Following issues through to resolution

Requirements

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Experience creating SOPs, training, or instructional materials

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Experience in quality review, auditing, or operational analysis

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Strong written communication skills with attention to clarity and structure

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Comfortable working with operational data, trends, and recurring issues

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Able to work cross-functionally and independently

Nice to Have

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Experience in support operations, workforce management, or enablement

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Familiarity with AI-assisted support tools or knowledge bases

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Experience facilitating or co-facilitating team trainings