Training & Quality Analyst
Core
Onboarding and coaching new hires, monitoring QA performance, and identifying improvement opportunities through data and feedback for a customer experience (CX) team.
Role type
Training & Quality Analyst (CX Operations)
Builds
CX support materials, training programs, QA reports, and dashboards
Domain
Logistics / Customer Experience
Deliverable
dashboards & analysis
Required skills
Training and development, QA monitoring and evaluation, Process and flowchart design, Continuous improvement, CX operations management, Data analysis, Google Suite (Sheets/Slides), AI tools for content creation
Preferred skills
Spanish language proficiency
Technologies
Google Suite, AI tools
Responsibilities
Train and coach new hires to perform in CX structure; Conduct weekly quality evaluations with L1 and L2 agents; Identify QA markdown patterns and provide insights to leadership; Create and apply tests in a recurrent basis; Prepare guideline materials and maintain CX indicators reports and dashboards; Document and follow up processes with HQ structure; Conduct onboarding and training for BPO (vendors) teams; Support management on process improvement and updates.
