Manager I, Training and Quality

Summary

The Training & Quality Manager supervises leaders to ensure consistent processes that are aligned with customer expectations. Additionally, they analyze operational performance and ensure that the team fulfills its responsibilities correctly. .

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 (C1).

• 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.

Internal Career Path Policies (Only for current employees):

• The game-changers must have the approval of his or her immediate supervisor to apply for the call.
• Required tenure: 6 months.
• Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
• Must not have active disciplinary actions.
• The game-changer may participate in only one process at a time.
• Comply with the learning paths of the Corporate University.
• Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
• If you were evaluated by the PC psychologist for a vacancy and you were not selected, you must wait at least 2 months to reapply for that same position from which you did not pass
• The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
• Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.