Associate, Sales Support - Quality (Bilingual)

About the role

Caterpillar is looking for a bilingual Associate, Sales Support - Quality to support its B2B sales teams. The role provides administrative support to internal and external sales teams so they can focus on selling, covering order processing, sales contract research, price quotations and document management. It also involves monitoring and coaching sales agents on quality metrics.

Key responsibilities

• Monitor and evaluate sales agents' customer interactions (calls, meetings, emails) against quality metrics and company standards.
• Give detailed feedback and coaching to agents on sales skills, conversion rates and communication efficiency.
• Work with sales and operations management to evaluate coaching effectiveness and track agent performance.
• Keep up to date with changes to client products, services, policies and procedures and recommend improvements to quality management.
• Take part in calibration meetings and listening sessions with management and clients to ensure consistent results and best practices.
• Carry out regular quality audits, take part in process improvement initiatives and ensure adherence to internal and client quality standards.
• Prepare and present regular quality reports and analyses, analyze QA data to spot trends and propose improvements, and act as a point of contact for quality concerns.

Required profile

• 1-2 years of experience in a quality assurance role within a sales or sales support environment.
• Proven record of coaching, mentoring and supporting improved sales performance.
• Fluent Spanish and English (B2+ level); other languages are a plus.
• Excellent presentation and communication skills, accuracy and attention to detail.
• Flexibility with heavy and variable workloads, strong planning and multitasking skills.
• Ability to work independently, under pressure and as part of a team.

Required skills

• Proficiency in MS Office; CRM tools (Salesforce preferred).
• Basic understanding of product offerings and moderate proficiency in Microsoft Excel.