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Sales Trainer



The Sales Quality Coach is responsible for the quality review of inbound and/or outbound telephone and email inquires of call center phone representatives to ensure accurate information is provided professionally, courteously and consistently. Also, audits phone conversations for compliance with corporate policies, procedures, and applicable regulatory guidelines. This position reports to the CEO.


  • Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
  • Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
  • Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
  • Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods.
  • Evaluates and records the quality and performance during each call.
  • Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
  • Provides feedback on uniform application of guidelines and procedures.
  • Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives.
  • Identifies adverse performance trends and patterns.
  • Provides input and assistswith the development of additional training or policy and procedure changes that may be required to enhance service productivity.
  • Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
  • Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
  • In periods of excessive call volume, assists by taking inbound customer calls or handling IB customer emails.
  • Participates in meetings and presentations or other designated special projects as assigned by department management.
  • Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
  • Develops job aides and other tools to assist representatives in improving overall quality of interactions.
  • Other duties as assigned by Management.



  • Excellent written and verbal communication skills
  • Self motivation, as well as the ability to work in a team environment
  • Experience monitoring IB/OB calls and providing feedback
  • Proven success in call center coaching/mentoring
  • Ability to proficiently use Salesforce

Training development experience is a plus

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