Job Description

Job Title:

Specialist, Sales Trainer - Quality and Training - BilingualThe Quality Analyst is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards for our line. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

You will:

• Monitor and evaluate sales agents’ customer interactions (calls/meetings, emails) based on quality metrics, ensuring compliance with company standards.
• Provide detailed feedback and coaching to agents on improving sales skills, conversion rates, and communication efficiency.
• Coordinate with sales and operations management to evaluate the effectiveness of coaching and mentoring measurements and ensure streamlined step goals are achieved.
• Continuously maintain knowledge of changes to client products, services, policies, and procedures and recommend modifications or enhancements to quality management.
• Collaborate with sales and operations management to assess and improve coaching strategies and track agent performance.
• Participates in calibration meetings/listening sessions with team management, operational management, program management and clients to ensure consistency of results and implementation of best practices.
• Conduct regular quality audits and participate in process improvement initiatives.
• Ensure adherence to both internal and client-specific quality standards.
• Prepare and present regular quality reports and analyses to internal and external stakeholders focusing on sales performance.
• Analyze QA performance data to identify trends, propose enhancements, and take corrective action where necessary.
• Serve as a point of contact for quality-related concerns and recommend improvements to internal procedures.

You have:

• 1-2 years of experience in a quality assurance role within a sales/marketing environment.
• A record of successful coaching, mentoring and support for improving sales performance.
• Proficiency in MS Office and CRM tools (Salesforce preferred).
• Fluent in Spanish and English (B2+ level), additional languages is a plus.
• Excellent presentation and communication skills.
• Accuracy and attention to detail.
• Flexibility in managing heavy and variable workloads.
• Excellent planning skills and ability to multitask.
• Strong commitment to customer needs.
• Ability to work without the need for constant supervision and with a proactive approach, independence in decision-making.
• Ability to work as part of a team.
• Ability to work effectively under pressure, in a routine work environment, and with a high level of independence.
• Excellent organizational and analytical skills and problem-solving ability.

Location:

Costa Rica- San Jose

Language Requirements:

English (Required), Spanish (Required)

Time Type:

Full time