Sales Quality Analyst

Job description

Job Title: Sales Quality Analyst Job Description The Sales, Quality Analyst is responsible for supporting single or multiple accounts. This position supports the designing of quality-related processes, taking a sample of all key customer-related quality processes, analysis of results, participating in problem-solving, and designing process improvement initiatives. He/she participates in internal quality performance audits, system reviews, and overall application of the quality system across their respective accounts and region. Requirements: High School Diploma B2 English level 2 - 4 Years of Experience as Quality Analyst Professionalism and ability to build relationships. Strong attention to detail. Self-starter, sense of urgency, and works well under pressure. Demonstrated ability to multitask, prioritize, and meet timelines on deliverables. Proficient in Microsoft Office. Strong communication skills, both written and verbal. Key Responsibilities: Evaluate adherence to and efficiency of key customer-related quality processes that support the organization's ability to achieve business results and client satisfaction for multiple accounts within a single region Initiate quality process changes to achieve desired business goals, client, and customer satisfaction for multiple accounts within a single region Participate in call monitoring sessions and support root cause analysis to achieve desired business goals, client, and customer satisfaction for multiple accounts within a single region Analyze results and trends on all quality metrics across multiple accounts; facilitate and lead performance improvement teams for multiple accounts within a single region Provide feedback to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) on program-level Quality results/trends across the region Recommends and initiates organizational change, as appropriate for multiple accounts within a single region Support management focus on review of key drivers, metrics, and operational processes in partnership with the primary Quality Manager Maintain Quality governance activities, including but not limited to process documentation/standardization, staff onboarding standards, establishing career paths, reporting standards, etc., for multiple accounts within a single region Maintain the integrity of Quality data reporting, including input process, validation checks, and output alignment across their respective region Location: SLV San Salvador - Blvr. Sta. Elena Language Requirements: English (Required), Spanish (Required) Time Type: Full time