Senior Training & Quality Specialist (Spanish & English -speaking) On-site BC01
Core
Deliver onboarding and continuous training, monitor quality performance, coach advisors, and analyze customer complaints to ensure service levels and operational excellence.
Role type
Senior Training & Quality Specialist
Builds
Customer service operations and quality processes for global brands
Domain
Customer Experience / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Spanish (fluent), English (fluent), training delivery, quality monitoring, coaching, performance analysis, procedure documentation, stakeholder collaboration
Preferred skills
Third European language, operational procedure review, team building
Technologies
Microsoft Office, CRM tools
Responsibilities
Deliver onboarding and continuous training sessions, monitor and evaluate team quality performance, provide coaching and feedback, identify training needs, analyze customer complaints, maintain communication with clients on quality standards, review and update operational procedures, participate in calibration sessions
Seniority
Senior, hands-on IC