Sales Quality & Coaching Analyst

Cloudstaff; Bogotá ciudad; Presencial; COP 48.000.000 - 76.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance (EPS)

Pension Coverage

Family Compensation Fund (CCF)

Occupational Risk Insurance (ARL)

Premium Health Insurance (Prepagada)

Life Insurance

Descripción de la vacante

Cloudstaff is seeking a Sales Quality & Coaching Analyst to review and evaluate sales calls, identify coaching opportunities, and drive improvements in conversion, customer experience, and overall sales effectiveness.

The role partners with Sales Coaches and Leadership to deliver actionable recommendations, monitor trends, and uphold company standards across outbound calls, customer communications, and follow-ups.

Formación

• Strong understanding of sales techniques, objection handling, and customer psychology.
• Excellent listening, analytical, and observational skills.
• Strong written and verbal communication abilities.
• Ability to provide constructive and actionable feedback in a professional manner.
• High attention to detail and strong organizational skills.
• Ability to identify patterns, trends, and root causes from sales interactions and performance data.
• Comfortable working in a fast-paced, performance-driven environment.

Responsabilidades

• Listen to and evaluate recorded sales calls daily across multiple agents and campaign.
• Assess calls for professionalism, communication effectiveness, compliance, objection handling, rapport building, closing techniques, and adherence to company standards.
• Identify strengths, weaknesses, missed opportunities, and recurring behavioral patterns.
• Evaluate sales conversations objectively using internal scorecards and quality standards.
• Ensure agents are accurately presenting company services, pricing, and policies.
• Monitor call flow, tone, confidence, active listening, and customer engagement levels.
• Identify trends impacting conversion rates, customer experience, and overall sales performance.
• Provide detailed coaching observations and actionable recommendations to Sales Coaches and Leadership.
• Highlight skill gaps requiring focused coaching or additional training.
• Identify recurring agent behaviors that may negatively impact performance or customer trust.
• Recommend coaching priorities based on call trends and performance patterns.
• Collaborate with Sales Coaches to improve coaching effectiveness and training strategies.
• Assist in developing individualized coaching focus areas for agents.
• Support leadership in identifying top performers, improvement opportunities, and training needs.
• Recognize positive call behaviors and successful techniques that should be reinforced across the team

Conocimientos

Sales coaching

Quality evaluation

Communication skills

Analytical thinking

Listening skills

Emotional intelligence

Descripción del empleo

We’re Hiring: Sales Quality & Coaching Analyst

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

Role: Sales Quality & Coaching Analyst

Work Arrangement: Work from Office

Schedule: Morning Shift

We are seeking a Sales Call Quality & Coaching Analyst is responsible for reviewing, evaluating, and analyzing sales calls to identify opportunities for performance improvement, coaching development, and sales effectiveness enhancement.

This role serves as a strategic support partner to Sales Coaches and Leadership by providing objective call evaluations, identifying behavioral and performance trends, and delivering actionable recommendations that improve conversion rates, communication quality, customer experience, and overall sales performance.

While reviewing calls and customer interactions, the Coaching Analyst will proactively take

action when necessary to uphold company standards, protect the customer experience, and

resolve issues requiring immediate attention. This includes outbound calls, customer communications, sending messages and follow-up to ensure concerns are addressed and resolved appropriately.

The ideal candidate possesses strong listening skills, emotional intelligence, analytical thinking, attention to detail, and a deep understanding of effective sales communication techniques.

Key Responsibilities

• Listen to and evaluate recorded sales calls daily across multiple agents and campaign.
• Assess calls for professionalism, communication effectiveness, compliance, objection handling, rapport building, closing techniques, and adherence to company standards.
• Identify strengths, weaknesses, missed opportunities, and recurring behavioral patterns.
• Evaluate sales conversations objectively using internal scorecards and quality standards.
• Ensure agents are accurately presenting company services, pricing, and policies.
• Monitor call flow, tone, confidence, active listening, and customer engagement levels.
• Identify trends impacting conversion rates, customer experience, and overall sales Performance
• Provide detailed coaching observations and actionable recommendations to Sales Coaches and Leadership
• Highlight skill gaps requiring focused coaching or additional training.
• Identify recurring agent behaviors that may negatively impact performance or customer trust.
• Recommend coaching priorities based on call trends and performance patterns.
• Collaborate with Sales Coaches to improve coaching effectiveness and training strategies.
• Assist in developing individualized coaching focus areas for agents.
• Support leadership in identifying top performers, improvement opportunities, and training needs
• Recognize positive call behaviors and successful techniques that should be reinforced across the team

Non-negotiable skills and requirements:

• Strong understanding of sales techniques, objection handling, and customer psychology.
• Excellent listening, analytical, and observational skills.
• Strong written and verbal communication abilities.
• Ability to provide constructive and actionable feedback in a professional manner.
• High attention to detail and strong organizational skills.
• Ability to identify patterns, trends, and root causes from sales interactions and performance data.
• Comfortable working in a fast-paced, performance-driven environment.

As part of your contract, we ensure all legally mandated benefits are covered—because your well-being is our priority! Here's what you can count on:

• Health Insurance (EPS)
• Pension Coverage
• Family Compensation Fund (CCF)
• Occupational Risk Insurance (ARL)

Exclusive Perks That Go Beyond

We believe in giving more than just the basics. With us, you’ll enjoy:

• Premium Health Insurance (Prepagada)
• Life Insurance, starting from your 16th day with us.
• Flexible Work Setup options—Hybrid, On-site, or Remote. (This can change according to the role you are applying to)
• Access to the CloudStaff Dream Points Program.
• Exciting Growth Opportunities to fuel your career aspirations

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.