Training & Quality Analyst

Key Responsibilities

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

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

Identify QA markdown patterns and provide insights and feedback to leadership and management;

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

Conduct refreshment trainings, create and apply tests in a recurrent basis;

Prepare guideline materials and maintain CX indicators reports and dashboards;

Document and follow up processes with HQ structure and make sure the team is up to date;

Participate in local and global alignment meetings with HQ to negotiate and review current processes;

Conduct onboarding, communications and training for BPO (vendors) teams;

Provide daily support to team members on their real time tasks;

Support management on process improvement and updates.

Requirements

Advanced English (Conversation and Writing);

Intermediate Spanish is desirable;

Advanced Google Suite (Google Sheets and Slides);

Degree in Business Administration or similar area; 

Proven experience on AI tools usage for reports, training material creation (slides and videos) and so forth;

Solid experience in training and development;

Solid experience in QA monitoring and evaluation;

Solid experience with processes and flowchart design;

Solid experience in continuous improvements.

Solid experience in outsourced and in-house CX operations.

Organizational skills

Time management

Analytical mindset

Accountability

Professional maturity

Proactivity

Strong communication skills (written and verbal)

Strong interpersonal skills