Job Title:

Training & Quality Specialist

Job Description

The Trainer and Quality Specialist is responsible for delivering client-focused training and ensuring adherence to quality standards. This role is designed to address new hire training, product updates, and recursive training requirements at Concentrix. The position also involves monitoring and evaluating customer interactions to enhance program performance and ensure superior workforce preparation with best-in-class service and delivery.

Key Responsibilities:

Training :

Conduct training sessions for new hires and existing staff on updates and recursive training as required.Attain and maintain certification in the Trainer Certification Program (101/102).Mentor Program Ready Trainers and oversee curriculum review and modification as needed.

Quality :

Monitor and evaluate inbound and/or outbound calls, emails, and chats for accuracy and compliance with quality standards.Provide insights and feedback to enhance the quality of customer interactions and contribute to program performance improvements.

Program Evaluation:

Evaluate training programs using various feedback methods to ensure effectiveness and continuous improvement.

Qualifications:

Proven experience in training delivery and quality evaluation..Strong analytical skills with a focus on program evaluation and performance improvement.Excellent communication and mentoring skills.Strong attention to detail.English B2Self-starter, sense of urgency and works well under pressure.Demonstrated ability to multi-task and meet timelines o deliverables.Proficient in Microsoft Office.Schedule flexibility.

Location:

GTM Ciudad de Guatemala - 15 Avenida 18-49

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents