Training and Quality Specialist

Role Overview: As a detail-oriented and proactive Training and Quality Specialist supporting the Clients Sales B2C department, your role involves conducting quality audits of sales interactions and assisting with training programs to enhance sales effectiveness and customer experience. Key Responsibilities: - Quality Assurance & Audits - Conduct regular audits of sales calls, emails, and customer interactions to ensure compliance with company standards, sales processes, and customer service expectations. - Evaluate communication quality, product knowledge, and policy adherence using established QA scorecards. - Provide actionable feedback to sales agents and collaborate with supervisors to address performance gaps. - Maintain accurate QA records and generate reports on findings and trends. - Training Support - Assist in delivering onboarding and ongoing training for new and existing sales staff. - Support the development of training materials such as presentations, guides, and e-learning content. - Facilitate refreshers and coaching sessions with senior trainers or managers. - Gather feedback from trainees to contribute to training improvement efforts. - Cross-functional Collaboration - Work closely with team leads, supervisors, and QA analysts to align training and quality initiatives with business goals. - Escalate recurring issues and recommend process improvements to training or QA leadership. Qualifications: - Bachelor's degree preferred or equivalent work experience. - Good experience in sales quality assurance or training, particularly in a B2C environment. - Strong communication and coaching skills. - Attention to detail and ability to analyze performance data. - Proficiency with CRM systems (ZOHO) and QA tools. - Comfortable presenting in group settings and working independently. Additional Details: Experience with AI-based audit is a plus. Skills: data analysis, quality assurance, coaching skills, presentation skills, training & development, B2C, sales training, communication skills, CRM systems, QA tools, quality specialist,