Manager I, Training & Quality
Core
Leading Training and Quality teams to ensure operational excellence, service consistency, and alignment with client expectations in a BPO/Contact Center environment.
Role type
Manager I, Training & Quality
Builds
Training strategies, curricula, and quality frameworks
Domain
Business Process Outsourcing (BPO) / Contact Center
Required skills
Leadership, mentoring, performance management, continuous improvement, root cause analysis, data analysis, Microsoft Excel, data visualization, client relationship management
Preferred skills
Knowledge of quality methodologies, advanced English proficiency (B2+)
Responsibilities
Lead and develop Training and Quality leadership teams, drive achievement of KPIs and contractual commitments, develop and optimize training strategies and quality frameworks, analyze operational data to identify trends and gaps, produce performance reports for stakeholders and clients, facilitate calibration sessions for quality standards, partner with Operations and Senior Leadership to improve business performance.
Seniority
Manager I, hands-on leadership