Job Title:

Job Description

Responsibilities

• Lead, coach, and develop Training and Quality leadership teams to foster a high-performance culture.
• Provide mentoring, performance management, and career development opportunities for team members.
• Promote collaboration, accountability, and employee engagement across Training and Quality functions.
• Drive the achievement of Training and Quality KPIs and contractual commitments.
• Develop, implement, and optimize training strategies, curricula, and quality frameworks.
• Ensure training schedules and quality activities align with business demands, operational requirements, and client expectations.
• Monitor training effectiveness and quality performance, recommending adjustments to improve outcomes.
• Analyze operational and performance data to identify trends, gaps, risks, and opportunities.
• Develop and execute action plans focused on improving productivity, quality, customer experience, and operational efficiency.
• Produce and present regular reports, business reviews, and performance updates to internal stakeholders and clients.
• Serve as a key point of contact for Training and Quality-related client discussions.
• Facilitate internal and external calibration sessions to ensure consistency and alignment of quality standards.
• Partner with Operations, Workforce Management, Client Services, and Senior Leadership to improve business performance.
• Review operational metrics that impact balanced scorecards, customer satisfaction, and profitability.
• Support business transitions, new program implementations, launches, and stabilization activities.

Qualifications

• Bachelor's Degree in Business Administration, Human Resources, Education, Psychology, Industrial Engineering, Communications, or a related field.
• Minimum 5+ years of experience in Training, Learning & Development, Quality Assurance, or Continuous Improvement within a BPO/Contact Center environment.
• Minimum 2+ years of leadership experience managing, trainers, quality teams, or multifunctional teams.
• Proven success managing client-facing relationships and operational performance initiatives.
• Knowledge of quality methodologies, root cause analysis, and continuous improvement practices.
• Strong analytical and problem-solving skills with the ability to interpret operational data and performance metrics.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Experience with data visualization and analysis tools.
• Advanced English proficiency (B2+ required).
  
  

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