Live opening · Posted 9 days ago
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Job Summary
The Quality Analyst & Trainer is a dual-role professional responsible for maximizing the performance of the appointment generation team. This role involves monitoring, evaluating, and scoring customer interactions to ensure compliance and quality standards. Simultaneously, you will design, deliver, and refresh training programs that equip agents with the skills needed to overcome objections, build pipelines, and book high-quality appointments.
Key Responsibilities
Quality Assurance & Monitoring
Evaluate Interactions: Monitor recorded and live outbound/inbound calls, emails, and chat interactions to evaluate communication skills, script adherence, and lead qualification accuracy.
Calibrate Standards: Participate in regular calibration sessions with team leaders and management to ensure consistent grading across the department.
Provide Feedback: Conduct regular, constructive 1-on-1 coaching sessions with agents to review performance, highlight strengths, and address areas for improvement.
Analyze Trends: Identify common performance gaps, compliance risks, or script bottlenecks and report findings to operations management.
Training & Development
Onboarding Delivery: Lead new-hire training batches, focusing on product/service knowledge, pitch delivery, objection handling, and CRM navigation.
Continuous Learning: Create and deliver refresher training modules, workshops, and huddles based on QA data trends and changing campaign requirements.
Content Creation: Develop and update training materials, including playbooks, call scripts, objection-handling guides, and multimedia learning tools.
Performance Tracking: Measure the effectiveness of training interventions by tracking the "nesting" performance and ramp-up time of new hires.
Required Qualifications & Skills
Experience
Proven Track Record: Minimum 2–3 years of experience as a Quality Analyst, Trainer, or Team Lead specifically in an appointment setting, lead generation, or outbound sales BPO environment.
Domain Knowledge: Deep understanding of the appointment generation sales funnel, including gatekeeper navigation, cold calling strategies, and qualifying criteria (e.g., BANT).
Core Skills
Communication: Exceptional verbal and written English communication skills with a neutral or highly adaptable accent.
Coaching & Facilitation: Strong public speaking and classroom management skills, with the ability to deliver constructive feedback without demoralizing agents.
Analytical Thinking: Ability to interpret QA metrics, conversion data, and KPIs to pinpoint exact root causes of low performance.
Technical Proficiency: Hands-on experience with QA software, Call Center Dialers (e.g., Five9, Vicidial), CRMs (e.g., Salesforce, HubSpot), and Learning Management Systems (LMS).
Work arrangement
No
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