Quality Analyst / Trainer (Call Center)

Description

Job Summary: We are seeking a Quality Analyst and Trainer for a call center, responsible for designing processes, monitoring calls, identifying improvements, and training agents to deliver exceptional service. Key Highlights: 1. Design and implement quality processes for Call Center 2. Train and develop agents on quality standards 3. Identify improvement opportunities and propose actions We are looking for the best candidate to join our team in the role of **Quality Analyst / Trainer (Call Center).** **Compensation:** COP 2\.1M/month. \+ Commissions(\~COP 500k/month) **Location:** Bogotá, downtown area **Colpeople's Mission:** Our mission in the customer service center is to provide exceptional service, ensuring that every interaction with our customers is fast, efficient, and resolution-oriented. We commit to listening attentively, responding clearly, and acting with integrity—always focused on exceeding expectations and building lasting relationships based on trust and satisfaction. We aim to be the reliable support our customers need, offering personalized solutions and empathy in every contact. **What makes you an ideal candidate?** * You are **competent** in quality analysis and call center team training. * **Spanish** \- Native or fully fluent. **Responsibilities and more:** Main Functions: * Design and implement quality processes for the Call Center. * Conduct call and customer service monitoring and evaluations. * Identify improvement opportunities and propose corrective actions. * Train and develop agents on quality and service standards. * Prepare performance reports and dashboards for operational management. Requirements: * Minimum 1 year of experience in quality and/or training within Call Centers. * Knowledge of evaluation methodologies and continuous improvement. * Analytical, feedback, and leadership skills. * Excellent communication and group facilitation abilities. * Availability for rotating shifts. **Job Benefits:** * Manage your own time. * Flexible payment methods. Employment Type: Full-time Application Question(s): * Hello, I’m Emma! We conduct our recruitment process through the Torre platform. I will send you an email from emma@torre.ai with details so you can proceed with your selection process and advance to the next steps. Workplace: On-site employment