Job Title:
Manager I, Training & Quality
Job Description
The Training & Quality Manager is responsible for leading and developing Training and Quality teams to ensure operational excellence, service consistency, and alignment with client expectations. This role oversees Training and Quality leaders, drives continuous improvement initiatives, analyzes performance trends, and ensures the successful execution of training strategies and quality frameworks that support business objectives, customer satisfaction, and operational profitability.
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).
Location:
COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740
Language Requirements:
Time Type:
Full time
