We are seeking a highly skilled Training & Quality Specialist to support our outbound sales team through effective coaching, structured training programs, and strong quality assurance practices. The ideal candidate has a solid background in call center operations, sales performance development, and process optimization.
Educational & Professional Background
- Bachelor's degree in Business, Education, Communication, or a related field (preferred).
- 13 years of experience in training, quality assurance, or coaching within a call center or outbound sales environment.
- Proven experience in delivering training sessions, evaluations, and performance improvement plans.
Core Skills & Competencies
Training & Facilitation
- Ability to design training materials, playbooks, SOPs, and role-play scenarios.
- Strong presentation and facilitation skills.
- Skilled in simplifying complex concepts and delivering them clearly and effectively.
- Ability to evaluate trainee performance and offer constructive, actionable feedback.
Quality Assurance
- Experience conducting call audits using KPIs such as tonality, product knowledge, objection handling, compliance, and closing.
- Ability to identify trends, recurring issues, and skill gaps.
- Skilled in preparing QA reports, scorecards, and weekly dashboards.
Sales Competence
- Strong understanding of outbound sales processes (prospecting, pitching, qualifying leads, objection handling, and closing).
- Ability to identify best practices and coach agents on communication, persuasion, and customer engagement.
- Familiarity with CRM systems and call-tracking tools.
Soft Skills
- Excellent verbal and written communication skills.
- Coaching mindset with strong interpersonal abilities.
- High attention to detail and strong analytical thinking.
- Ability to work under pressure and meet tight deadlines.
- Strong sense of ownership, accountability, and adaptability.
Technical Skills
- Proficiency in Google Workspace or Microsoft Office (Sheets/Excel, Docs/Word, Slides/PowerPoint).
- Ability to create structured reports, summaries, and performance dashboards.
- Familiarity with quality monitoring tools and call-recording platforms.
Key Responsibilities
- Deliver onboarding and ongoing training programs.
- Develop training materials, SOPs, and knowledge resources.
- Conduct weekly call audits for all assigned agents as per QA guidliness.
- Provide one-on-one and group coaching sessions.
- Support and track performance improvement plans (PIPs).
- Submit weekly QA and Training reports to management.
- Collaborate with Team Leaders and Operations to identify improvement opportunities.
- Escalate performance concerns and ensure compliance with scripts, policies, and communication standards.
