Job Description
The QA & Trainer Representative will monitor sales calls from our different campaigns on a daily basis by recording, reviewing and evaluation voice, sales portal, screen recordings and any other system that the company consider necessary to identify that the correct procedure was done. Also the QA & Trainer Representative will be responsible for the development of process and metrics that support the achievement of the organization business goals in our training department for Colombian operations.
Requirements
Duties and Responsibilities:
Provide feedback to the sales representatives to guaranty that the proper procedures are being followed.
Complete Quality Assurance and coaching reports on a weekly basis.
Attend and participate in meetings with supervisors to review monitoring lists.
Research escalated issues and co-deliver coaching opportunities with team leaders and operational managers.
Escalade scenarios where the corresponding procedures were not followed in the correct way.
Participte in the wekly alignent with supervisors to structure the correct procedures in operation.
Requirements:
High school diploma
English Level: C1 or C2 (90%)
Availability:
Monday through Sunday (Rotative)
Skills and Specifications:
Strong understanding of adult and behavioral change theory and models.
Excellent communication skills, both english and spanish, including verbal with proper grammar.
Demonstrated capabiliy to present information clearly in an engaging manner.
Detailed oriented.
Self-motivated and resourceful.
Education:
High school diploma or equivalent.
Working hours: 42h per week