Quality and Training Analyst / Call Center

Description

Job Summary: We are seeking a Quality and Training Analyst for a Collections Call Center, focused on continuous improvement and team development. Key Responsibilities: 1. Monitor and evaluate interactions to identify improvements 2. Design and deliver training for team development 3. Collaborate with leaders to optimize customer experience We are looking for a Quality and Training Analyst for a Collections Call Center Are you passionate about continuous improvement and team development? This is your opportunity to join a dynamic and growing team! Work Location: Microcentro Schedule: Part Time Work Mode: In-person Main Responsibilities • Monitor and evaluate telephone and digital interactions of the collections team. • Identify opportunities for improvement in customer service and collections processes. • Design, plan, and deliver training for new hires and active staff. • Prepare quality reports and performance metrics. • Provide individual and group feedback oriented toward continuous improvement. • Collaborate with supervisors and leaders to optimize customer experience. Requirements • Proven experience in collections call centers within quality and/or training functions (minimum 1 year). • Knowledge of quality monitoring tools and training techniques. • Intermediate/advanced proficiency in Excel and PowerPoint. • Excellent communication skills, active listening, and results orientation. • Analytical ability and teamwork skills. -Requirements- Minimum Education: Secondary School 1 year of experience Keywords: analyst, quality, qa, formacion, training, capacitacion, capacitador, callcenter, teleoperador, telefonista, telephonist, telefonico