Detalle de la Oferta

Descripción de la Oferta

The Senior Manager of Training & Quality leads country-level training and quality strategies, ensuring alignment with business goals. This role combines strategic oversight and hands-on execution, managing team performance, driving program effectiveness, and ensuring compliance. It also supports the adoption of digital and AI tools to improve learning and quality outcomes.

Key Responsibilities:

- Lead, develop, and manage Training & Quality teams
- Align QA & Training strategies with operations and client goals
- Drive process improvements, policies, and performance standards
- Manage budgets, forecasts, staffing, and resource utilization
- Set regional goals and collaborate with internal and external stakeholders
- Monitor team and business performance metrics
- Partner with global teams (Operations, Analytics, Learning)
- Support client presentations on QA & Training initiatives

Requirements:

- 2+ years’ experience in a contact center environment
- Experience in Training & Quality (required)
- Previous leadership experience in customer service, training, or QA
- Strong communication and stakeholder management skills
- Advanced English proficiency
- Proficiency in MS Office (Excel, PowerPoint, Word, Outlook)
- Experience developing training programs and improving performance
- Strong problem-solving, organization, and decision-making skills
- Ability to work in fast-paced environments and flexible schedules

Lenguajes