Manager I, Training and Quality

Job Title:

Manager I, Training and Quality

Job Description

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.
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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.

Location:

MEX Merida - EDIFICIO TORRE INDICO Calle 60 #1 Av. PROL. PASEO MONTEJO COLONIA VÍA MONTEJO

Language Requirements:

English

Time Type:

Full time

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