Specialist Sales Trainer QA Trainer Hybrid

Concentrix; Makati; Hybrid; PHP 420,000 - 650,000; Full time

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.

Job description

Job Description:

Job Title

Specialist, Sales Trainer (QA/Trainer Hybrid)

Job Description

We are seeking a detail-oriented Specialist, Sales Trainer to join our team. This is primarily a Quality Assurance role with a training component. You'll be the backbone of agent performance, ensuring quality standards are met through audits while stepping in to coach and upskill agents when business needs arise.

Key Responsibilities

• Quality Assurance: Conduct regular audits of sales calls, chats, and emails to ensure compliance with Weave's quality standards, scripts, and best practices
• Feedback & Coaching: Deliver clear, constructive feedback to agents based on audit findings to drive performance improvement
• Training Delivery: Design and facilitate training sessions for new and existing agents as needed, 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

What We’re Looking For

• Proven experience in quality assurance, call monitoring, or auditing within a sales or customer service environment
• Demonstrated training or coaching experience - able to teach, mentor, 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

Role Expectations

• This is not a client-facing role - you'll work internally with agents and leadership
• Primary focus is QA audits; training duties are assigned based on team needs and engagement levels
• Ideal candidates have experience in both QA and training, but strong QA candidates with a passion for coaching will also be considered

Work Location

Makati, Ayala North Exchange

Work Setup

Hybrid