Job Description:
The Sales Training & QA Specialist plays a crucial role in equipping our employees with the knowledge and skills necessary to excel in their roles. This position encompasses the full lifecycle of employee development, from onboarding and ongoing training to rigorous quality monitoring and targeted coaching. You will be instrumental in fostering a culture of continuous improvement, ensuring adherence to best practices, and ultimately driving sales excellence.
The ideal candidate will have a passion for teaching, as well as learning, a strong understanding of training methodologies, experience in creating effective training materials, a keen eye for detail and accuracy and a thorough understanding of quality assurance procedures.
Responsabilities:
- Training & Development:
- Handle training operations ensuring new employees receive access to all knowledge and tools necessary to effectively perform their role.
- Own and keep track of training material identifying necessary updates.
- Report on trainee development and performance highlighting successes, identifying areas for improvement, and recommending appropriate actions.
- Ensure trainee compliance with company rules and KPIs,
- Quality Assurance:
- Perform QA Evaluations on the team, reviewing call data to identify areas of improvement ensuring accuracy in tracking and enforcing adherence to scripts, rules and SLAs of calling processes.
- Review QA results to proactively develop plans to identify trends, root causes of performance gaps, and areas of both strength and opportunity.
- Facilitate individual and group coaching sessions providing constructive feedback based on QA findings and offering actionable strategies for improvement.
- Report findings from QA results and coaching sessions to leadership for analysis and catered action.
- Team Leadership and Management:
- Serve as a point of contact for answers and follow up on team questions and concerns providing timely and accurate information and escalating complex issues as needed.
- Lead team huddles incorporating relevant sales knowledge, best practices, and interactive role-playing exercises to reinforce learning and skill development.
- Identify and communicate any operational roadblocks or inefficiencies that hinder the sales team's ability to perform effectively to relevant stakeholders.
- stakeholders. Assist assorted operational tasks as needed to ensure team productivity and smooth workflow.
Preferred Qualifications and Skills:
- Experience in a role regarding training and/or quality assurance, preferably with up to 1 year of experience
- Strong understanding of quality assurance & training principles and methodologies
- Excellent interpersonal and communication skills both written and verbal
- Prior experience with Sales and/or Telemarketing with a proven track record of exceptional performance
- Strong proactivity, creative thinking, analytical and problem-solving skills.
- Proficiency in using CRMs and other software platforms
- Ability to work independently, manage competing priorities and meet deadlines
- Analytical mindset and detail orientation with the ability to collect and interpret data to suggest decision-making
Edificio Aney Muñoz II, Tercer Nivel, Av. 27 de Febrero esq. Av. Metropolitana, Los Jardines Metropolitanos, Santiago.
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