Summary
The Training & Quality Manager supervises leaders to ensure consistent processes that are aligned with customer expectations. In addition, they analyze operational performance and ensure that the team correctly carries out its responsibilities.
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Description
Essential Functions/Core Responsibilities:
1. Leadership, team development, and management:
- Build and develop a skilled team focused on continuous improvement.
- Provide coaching, mentoring, and development to improve individual and group performance.
2. Training & Quality management and goal achievement:
- Lead the team to achieve Training and Quality productivity goals, fulfilling contractual commitments.
- Manage and optimize the training schedule according to business and customer needs.
3. Performance analysis, continuous improvement, and reporting:
- Perform performance analysis, identify trends, and propose improvement actions.
- Maintain the cadence of internal and customer reports on Training and Quality functions.
4. Customer relations, operations, and projects:
- Participate in or facilitate customer meetings and internal and external calibration sessions.
- Collaborate with management to review metrics and operational processes that impact the balanced scorecard and profitability.
- Support the transition, implementation, and stabilization of new projects.
Candidate profile:
- Proven experience in Training & Quality, preferably in similar roles within BPO environments.
- Advanced proficiency in English (B2+).
- Strong leadership and effective team management, with the ability to guide, motivate, and develop teams.
- Analytical and process improvement skills, including the creation of new clear and measurable action plans.
- High adaptability and ability to manage multiple priorities.
- Ability to respond to changing needs and simultaneously manage requests from different clients or business lines.
- Advanced Excel skills or other data analysis tools.
** Position is onsite, with rotation across company sites.
