Detalle de la Oferta

Descripción de la Oferta

Quality Assurance Specialist (Call Center)

Company: ATENTO El Salvador

Location: On-site

Type: Full-time AM Schedule

About the Role

ATENTO El Salvador is seeking a Quality Assurance Specialist responsible for monitoring and improving call quality across sales and customer service interactions. This position combines call evaluation with sales coaching, ensuring agents meet compliance standards while improving performance and customer experience.



Key Responsibilities

Call Monitoring & Evaluation Listen to and score calls (sales and customer service) using a structured QA scorecard.
Identify gaps in compliance, sales technique, and customer experience.
Sales Coaching Conduct individual and group coaching sessions to improve objection handling, closing strategies, and overall sales performance.
Create actionable improvement plans and track progress.
Reporting & Insights Provide weekly reports on QA scores, coaching effectiveness, and KPIs.


Requirements

Experience: Minimum 1 year in QA for call centers, sales coaching, or sales roles (telesales, upselling, retention).
English proficiency required (spoken and written).
Strong knowledge of sales techniques and ability to give constructive feedback.
Excellent communication and analytical skills.
Familiarity with QA tools and call recording platforms.


Preferred Qualifications

Experience designing QA scorecards and calibration processes.
Background in Sales Enablement or Training.


Work Conditions

On-site at ATENTO El Salvador.


Compensation & Benefits

Competitive base salary.
Performance-based bonuses.