New Frontier Immigration Law

Call Center Trainer – Quality Assurance

New Frontier Immigration Law

contract

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Location Type: Remote

Location: Mexico

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About the role

  • Own and continuously improve the Dragons Training Program (Nest).
  • Design and deliver comprehensive new-hire onboarding covering systems, scripts, call flow, and immigration intake basics.
  • Create role-specific training tracks for Setters, Digital Dragons, and Chasers.
  • Define and enforce graduation criteria from Nest including knowledge checks, call certification, role-play assessments, and live call readiness.
  • Monitor live calls, recordings, and CRM activity (HubSpot / 3CX or similar).
  • Score calls against defined QA standards.
  • Deliver 1:1 coaching sessions, targeted retraining plans, and remedial training for underperformers.
  • Partner with Call Center Sales Manager to identify trends, address skill gaps, and reduce appointment fallout and Not Qualified cases.
  • Create skill progression paths, performance recovery plans, and development roadmaps for high-potential Dragons.
  • Serve as right-hand support to Sales Leadership when not actively training.
  • Provide regular insights and reporting to the Director of Sales on training outcomes, QA trends, retention risks, and skill gaps by role.

Requirements

  • Proven experience training remote teams, building onboarding programs, and improving quality while reducing churn.
  • Bilingual (English & Spanish) — REQUIRED
  • Strong understanding of inbound & outbound call flows, lead qualification, and appointment setting for closers.
  • Comfortable working in a metrics-driven sales environment with clear performance standards.
  • Experience with CRM systems (HubSpot preferred) and call center technology (3CX or similar).
  • Excellent coaching and feedback delivery skills with the ability to inspire performance improvement.
  • Strong organizational and documentation skills for creating SOPs and training materials.
  • Positive, proactive, high-energy attitude with passion for mission-driven work.
Benefits
  • Health insurance
  • Professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
training programsonboardingcall certificationrole-play assessmentsperformance recovery plansmetrics-driven saleslead qualificationappointment settingSOPscoaching
Soft skills
coachingfeedback deliveryorganizational skillsdocumentation skillspositive attitudeproactive attitudehigh-energyinspiring performance improvement