Sales Quality Analyst & Trainer Support

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for a Quality Analyst eager to develop their career with the worldwide leader in outsourced omnichannel customer experience management.

This role requires a professional with a keen eye for detail who can work resourcefully and efficiently to assure quality of programs, software and systems.

Responsibilities:
Performs call, secure email and chat reviews using established quality monitoring forms.
Reviews for compliance with policies and procedures, ensures staff are providing accurate information.
Reviews After Call Surveys.
Prepares quality reports and performance trends.
Provides management with daily and month end call management and department performance reports.
Ensures sales and product training are clearly defined, documented and delivered for each role within the organization on a quarterly basis.
Promotes the implementation of internal and external best practices into the product training which lead to improved sales performance and profit.
Track, measure and analyze training results and impacts on business and present those back to the Operations Managers and Client.
Carry out a training needs analysis to plan training actions on a quarterly basis.

Benefits
Full time position (39h per week, Monday to Friday)
Competitive Salary
Referral Program: Bring a Friend and get a Referral fee (600€ – 1.000€ depending on the language/project)
Established career path to grow within the project
Bi-weekly, monthly or quarterly contests
Employment with the world’s largest provider of contact center services
Excellent work environment, great colleagues, social arrangements and personal development
Dynamic, casual business environment with colleagues of all ages gathered in a highly motivated team

What will you bring?
Native level of English (additional language is a plus)
Professional verbal and written communication skills
Public speaking skills
Ability to use procedures to make decisions and logic to identify needed exceptions
Ability to handle multiple tasks at a time and meet deadlines
Technical expertise with spreadsheet and word processing software
Must be self-motivated, detail-oriented, have the ability to accurately gather and document statistics
Must be effective and efficient working in a team environment