Training and coaching new hires to make sure they can perform in CX structure
Conduct weekly quality evaluations with L1 and L2 agents to track our QA performance
Identify QA markdown patterns and provide insights and feedback to leadership and management
Conduct trainings, refreshments and action plans to update the operation or recover bad performers
Conduct refreshment trainings, create and apply tests in a recurrent basis
Prepare guideline materials and maintain CX indicators reports and dashboards

🎯 Requirements

Advanced English (Conversation and Writing)
Intermediate Spanish is desirable
Advanced Google Suite (Google Sheets and Slides)
Degree in Business Administration or similar area
Proven experience on AI tools usage for reports, training material creation (slides and videos) and
Solid experience in training and development

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