Training & QA Specialist

About the role

The Training & QA Specialist is responsible for equipping call‑center agents with the knowledge, tools, and performance standards needed to excel. You will manage the full employee development cycle—from onboarding and ongoing training to quality monitoring and targeted coaching—while fostering a culture of continuous improvement.

Key responsibilities

• Design, deliver, and maintain training programs for new and existing staff, ensuring access to up‑to‑date materials and tools.
• Track trainee progress, report on performance, and recommend actions to address gaps.
• Conduct QA evaluations on calls, analyze data, and identify trends, root causes, and improvement opportunities.
• Lead individual and group coaching sessions based on QA findings, providing actionable feedback.
• Serve as point of contact for team questions, lead daily huddles, and communicate operational roadblocks to stakeholders.

Required profile

• Passion for teaching and learning, with a strong grasp of training methodologies.
• Experience creating effective training materials and a keen eye for detail.
• Thorough understanding of quality‑assurance procedures in a sales or telemarketing environment.
• Excellent written and verbal communication skills.
• Up to 1 year of experience in training, QA, sales, or telemarketing.

Required skills

What we offer

• Opportunity to shape the development of a high‑performing sales team.
• Collaborative on‑site environment in Santiago, Dominican Republic.