Training & Quality Analyst

TLDR

This role focuses on onboarding new hires, conducting quality evaluations, and continuously improving training processes.

Key Responsabilities

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 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;

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

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

Conduct onboarding, communications and trainings for BPO teams.

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

Requirements

Advanced English (Conversation and Writing);

Advanced Google Suite (Google Sheets and Slides)

Previous experience in training and development;

Previous experience in QA monitoring and evaluation;

Previous experience with processes and flowchart design;

Previous experience in continuous improvements.