Quality Assurance and Training Specialist

Responsibilities

• Monitor and evaluate interactions across various communication channels, including calls, chats, and emails, to ensure professionalism, adherence to quality standards, and compliance with company policies
• Deliver constructive feedback and coaching to team members, highlighting areas for improvement and recognizing exemplary performance to drive team growth and morale
• Assess and analyze sales and retention processes, identifying inefficiencies and providing actionable recommendations for improvement
• Perform audits on call records and other communication channels to ensure accuracy, completeness, and compliance with the company's quality standards
• Develop, track, and report quality metrics to the Operations Manager and senior leadership, identifying trends, areas for improvement, and progress over time
• Utilize statistical analysis tools to evaluate data, identify quality control issues, and uncover performance trends for strategic improvements
• Develop and deliver training programs tailored to address team challenges, improve customer interaction techniques, and onboard new hires effectively
• Work closely with the Operations Manager and other stakeholders to establish and maintain quality standards and performance benchmarks
• Stay informed about industry trends and best practices in quality control, customer service, and business development
• Propose and implement continuous improvement initiatives to enhance the efficiency and effectiveness of the department

Requirements

• Minimum of 2 years in a similar Training and Quality Control Specialist role, preferably within a business development or customer service environment
• Proven ability to develop and implement quality control standards that drive performance and service excellence
• Experience in creating and delivering engaging, impactful training programs for diverse audiences
• Strong analytical skills to interpret performance data, generate insights, and provide actionable recommendations
• Demonstrated ability to maintain clear, professional communication across teams and stakeholders
• Expertise in identifying and implementing workflow improvements to enhance operational efficiency
• Proficiency in updating and maintaining training materials to reflect changes in processes or best practices
• Proficiency in English

We offer