Quality Analyst / Trainer – Credit Sales – Pristina

In a high-performing sales environment, quality is not a checklist that defines consistency, credibility, and results. If you are exploring QA jobs in Pristina, Kosovo or trainer roles in BPO, this opportunity places you in a position where your feedback directly influences performance and outcomes. Fusion CX is hiring a Quality Analyst / Trainer – Credit Sales to support a team of Inside Sales Agents in a structured financial services program. This role is designed for professionals who can identify gaps, coach with clarity, and turn insights into measurable improvements.

Job Description:

About the Role

As a Quality Analyst / Trainer, you will be responsible for monitoring customer interactions, identifying performance gaps, and delivering targeted coaching and training to improve sales effectiveness and customer experience.

You will play a key role in ensuring that quality standards are consistently met while supporting agents and team leaders with actionable feedback, structured training, and continuous improvement initiatives.

Key Responsibilities

• Monitor and evaluate sales calls to ensure quality, compliance, and process adherence
• Provide structured feedback to agents on communication, objection handling, and closing techniques
• Identify performance gaps and design targeted coaching and training interventions
• Conduct regular training sessions for new hires and existing team members
• Partner with Team Leaders to align quality insights with team performance goals
• Track quality scores, trends, and improvement areas across the team
• Support calibration sessions to ensure consistency in quality evaluation
• Develop and maintain training materials, SOPs, and process guidelines
• Ensure adherence to compliance standards related to financial services and customer interactions
• Drive continuous improvement initiatives to enhance both quality and sales performance

Job Requirements:

Qualifications & Experience

• Previous experience as a Quality Analyst, Trainer, or Senior Agent in a BPO or call center environment
• Experience in sales processes or financial services (credit, lending, or related domains) preferred
• Understanding of quality frameworks, call monitoring, and training methodologies

Key Skills

• Strong communication skills in English (spoken and written)
• Ability to provide constructive feedback and coach for performance improvement
• Strong understanding of sales conversations, objection handling, and customer engagement
• Analytical mindset with the ability to interpret performance data
• Experience with CRM tools and quality monitoring systems
• Strong presentation and training delivery skills
• Attention to detail and ability to maintain consistency in quality evaluation

Work Details

Location: Pristina, Kosovo
Work Mode: Work from Office (WFO)
Employment Type: Full-time

Why Join Fusion CX?

At Fusion CX, your role goes beyond monitoring, you help shape how performance improves every day.

• Play a direct role in improving both quality and sales performance
• Work closely with teams where your feedback leads to real, visible impact
• Build expertise in training, coaching, and performance development
• Be part of a culture that values learning, consistency, and continuous improvement

If you looking for Quality Analyst or Trainer jobs in Kosovo, join us. Grow your career in a global organization that invests in people, capability, and long-term development