Job description
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
Identify gaps between agent training, product behavior, and real support scenarios using quality reviews, trends, and recurring issues
Translate PRDs, escalations, and operational learnings into clear, executable SOPs
Turn recurring escalations into SOPs or training materials whenever possible
Collaborate closely with the Tools & Automations team to understand trending issues and distinguish between documentation gaps and workflow problems
Flag issues that require tooling or automation changes rather than additional training
Create simple, self-paced training materials and guides that agents can use independently
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
Partner with the Head of Support and shift leads to design and conduct targeted agent trainings
Maintain and update SOPs and training materials as the product, workflows, or tooling evolve
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.
Reviewing real support cases and outputs
Spotting recurring patterns and confusion points
Distinguishing knowledge gaps from system or workflow issues
2. SOP Creation & Process Clarity
Ability to turn complex or unclear processes into simple, actionable SOPs.
Writing step-by-step workflows
Reducing ambiguity and edge cases
Keeping documentation practical and usable
3. Training & Self-Paced Learning Design
Ability to create training materials that agents can understand and use independently.
Designing guides, playbooks, and reference materials
Supporting live and async training formats
Reinforcing standards consistently across teams
4. Cross-Functional Collaboration & Judgment
Ability to work effectively with multiple teams and escalate appropriately.
Partnering with tools, automation, and support leadership
Knowing when to solve independently vs escalate
Communicating issues clearly and constructively
5. Ownership, Curiosity & Continuous Improvement
Ability to take responsibility for training quality and documentation effectiveness.
Proactively learning product behavior
Continuously improving SOPs and materials
Following issues through to resolution
Requirements
Experience creating SOPs, training, or instructional materials
Experience in quality review, auditing, or operational analysis
Strong written communication skills with attention to clarity and structure
Comfortable working with operational data, trends, and recurring issues
Able to work cross-functionally and independently
Nice to Have
Experience in support operations, workforce management, or enablement
Familiarity with AI-assisted support tools or knowledge bases
Experience facilitating or co-facilitating team trainings
