We are seeking a highly skilled Training & Quality Specialist to support our outbound sales team through effective coaching, structured training programs, and strong quality assurance practices. The ideal candidate has a solid background in call center operations, sales performance development, and process optimization.
Educational & Professional Background Bachelor’s degree in Business, Education, Communication, or a related field (preferred).1–3 years of experience in training, quality assurance, or coaching within a call center or outbound sales environment. Proven experience in delivering training sessions, evaluations, and performance improvement plans.


Core Skills & Competencies
Training & Facilitation Ability to design training materials, playbooks, SOPs, and role-play scenarios. Strong presentation and facilitation skills. Skilled in simplifying complex concepts and delivering them clearly and effectively. Ability to evaluate trainee performance and offer constructive, actionable feedback.


Quality Assurance Experience conducting call audits using KPIs such as tonality, product knowledge, objection handling, compliance, and closing. Ability to identify trends, recurring issues, and skill gaps. Skilled in preparing QA reports, scorecards, and weekly dashboards.


Sales Competence Strong understanding of outbound sales processes (prospecting, pitching, qualifying leads, objection handling, and closing). Ability to identify best practices and coach agents on communication, persuasion, and customer engagement. Familiarity with CRM systems and call-tracking tools.


Soft Skills Excellent verbal and written communication skills. Coaching mindset with strong interpersonal abilities. High attention to detail and strong analytical thinking. Ability to work under pressure and meet tight deadlines. Strong sense of ownership, accountability, and adaptability.


Technical Skills Proficiency in Google Workspace or Microsoft Office (Sheets/Excel, Docs/Word, Slides/Power Point). Ability to create structured reports, summaries, and performance dashboards. Familiarity with quality monitoring tools and call-recording platforms.
Key Responsibilities Deliver onboarding and ongoing training programs. Develop training materials, SOPs, and knowledge resources. Conduct weekly call audits for all assigned agents as per QA guidliness. Provide one-on-one and group coaching sessions. Support and track performance improvement plans (PIPs). Submit weekly QA and Training reports to management. Collaborate with Team Leaders and Operations to identify improvement opportunities. Escalate performance concerns and ensure compliance with scripts, policies, and communication standards.