Analista de Calidad y Formación en Campo

About the role

Connect is looking for a Field Quality and Training Analyst to ensure the highest service standards for its roadside assistance technicians across multiple Latin American markets. You will work directly on‑site, auditing performance, analyzing data, and delivering coaching to improve both quality and customer satisfaction.

Key responsibilities

• Conduct on‑site quality audits and accompany technicians to verify service excellence.
• Analyze audit results, customer surveys, trends and identify corrective or preventive actions.
• Design, deliver and reinforce training sessions, workshops and coaching programs.
• Provide feedback based on audit outcomes and monitor the implementation of action plans.
• Participate in calibration meetings and collaborate with cross‑functional teams to maintain process consistency.
• Identify opportunities to streamline protocols, processes and tools for greater operational efficiency.

Required profile

• Associate degree or higher.
• Minimum 2 years of relevant experience in a call‑center environment, preferably in a leadership or senior role.
• Strong analytical abilities and capacity to present findings to operational and managerial audiences.
• Proven experience delivering feedback, coaching and training.
• Excellent oral and written communication skills.
• Willingness to spend 50 % or more of the time in the field.

Required skills

• Advanced Excel.
• PowerPoint.
• Word.
• Outlook.
• Internet/BI tools.

What we offer

• Roadside assistance coverage for personal safety.
• Mental‑health support with listening spaces and emotional guidance.
• Growth fund to assist employees during key life moments.
• Special agreements with strategic partners for additional benefits.
• Well‑being activities that foster teamwork and integration.
• Structured career development plans and professional growth opportunities.