Sales Quality & Training Specialist

Concentrix

Makati

Hybrid

PHP 420,000 - 650,000

Full time

7 days ago

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Job summary

Concentrix in Makati is seeking a detail-oriented Specialist, Sales Trainer (QA/Trainer Hybrid) to strengthen QA processes while coaching agents. The role focuses on auditing calls, chats, and emails and delivering targeted training to improve sales performance and customer experience.

The ideal candidate has solid QA or auditing experience, coaching skills, and the ability to translate findings into practical improvements.

Qualifications

Proven experience in quality assurance, call monitoring, or auditing within a sales or customer service environment.
Demonstrated training or coaching experience and ability to teach and motivate adult learners.
Strong analytical skills with high attention to detail.
Excellent written and verbal communication skills.
Ability to deliver feedback professionally and help others grow.

Responsibilities

Quality Assurance: Conduct regular audits of calls, chats, and emails to ensure quality standards.
Feedback & Coaching: Deliver constructive feedback to agents based on audit findings to drive performance improvement.
Training Delivery: Design and facilitate training sessions for new and existing agents, including onboarding, refresher courses, and skill-specific workshops.
Performance Reporting: Track, document, and report QA trends, training outcomes, and areas of opportunity to leadership.
Process Improvement: Identify gaps in agent performance or processes and recommend actionable solutions to improve customer experience and sales effectiveness.