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Training & Quality Analyst

Job Overview

We’re looking for a Training & Quality Analyst with strong training, quality assurance, and process management experience.

Key points

  1. Training and coaching new hires to make sure they can perform in CX structure.

  2. Conduct weekly quality evaluations with L1 and L2 agents to track our QA performance.

  3. Identify QA markdown patterns and provide insights and feedback to leadership and management.

  4. Conduct trainings, refreshments and action plans to update the operation or recover bad performers on QA metrics.

  5. Advanced English (Conversation and Writing).

  6. Intermediate Spanish is desirable.

  7. Advanced Google Suite (Google Sheets and Slides).

  8. Degree in Business Administration or similar area.

Skills

CommunicationData VisualizationNegotiation

Job type: Full-time