Senior Training & Quality Specialist

Role Summary We are seeking a Senior Training & Quality Specialist to drive call quality excellence and capability development across our Admissions Counselor (AC) team. You will play a critical role in strengthening sales performance, improving communication quality, and enhancing the learner experience from first touchpoint. This role partners closely with the Head of Admissions and Training team to evaluate call quality, design improvement initiatives, and drive conversion-focused learning programs. We are looking for someone with strong analytical, coaching, and communication skills, and a passion for developing people and sales talent. Key Responsibilities Call Quality Conduct call monitoring and audits to assess tone, product knowledge, sales approach, empathy, and objection handling Provide structured feedback and coaching to elevate AC performance and confidence Lead call calibration sessions to ensure consistent and aligned quality standards Performance Insights & Sales Enablement Analyze call performance data and share actionable insights with leadership Identify trends, strengths, and development areas across the AC team Recommend improvement actions to boost conversion and sales capability Training & Capability Development Collaborate with Training & L&D team to design and deliver onboarding, refreshers, and call-simulation sessions Support enhancement of sales scripts, pitch structures, and objection-handling frameworks Track post-training performance to ensure effective adoption of skills Process & Quality Standard Governance Ensure adherence to call scripts, CRM discipline, compliance, and sales process standards Support performance evaluation and certification of new AC hires Contribute to quality scorecards, checklists, and training playbooks Skills & Qualifications 4+ years of experience in call center quality, telesales development, sales coaching, or training roles Proven experience in call coaching, sales capability building, or QA for telesales teams Excellent communication, listening, and feedback-delivery skills Analytical and data-driven mindset with CRM and reporting familiarity Highly organized, self-driven, and proactive in improving processes Experience in EdTech, BPO, sales-driven, or customer-focused environments preferred Employment Type: Full-time.Location: 170 Tran Quang Khai, Tan Dinh Ward, District 1