Training and Quality Supervisor (BPO Industry)

Concentrix; Colombia; On-site; COP 110,152,377 - 183,587,296; Full time

Job summary

A leading customer service provider in Colombia is seeking a Training & Quality Supervisor to lead a team in developing training strategies for operational excellence. This role requires 2–4 years of experience in contact centers, strong leadership skills, and expertise in communication and analysis. The successful candidate will have a direct impact on team performance and client satisfaction, overseeing audits and compliance with both internal and client standards. Competitive benefits and a dynamic environment await.

Qualifications

• 2–4 years of experience in a Contact Center, Training, and/or Quality environment.
• Proven experience leading teams and managing multiple priorities.
• Strong written and verbal communication skills.
• Self-starter with a strong sense of urgency and ability to perform under pressure.

Responsibilities

• Lead, coach, and develop a team of Trainers and Quality Evaluators.
• Design, manage, and maintain training schedules aligned with business needs.
• Ensure consistency, accuracy, and quality across training and transactional monitoring processes.
• Analyze performance metrics and lead corrective action plans.
• Build strong partnerships with Operations, Client, and internal stakeholders.

Skills

Team leadership

Communication skills

Analytical skills

Proficiency in Microsoft Office

Coaching and mentoring

Job description

We’re Hiring a Training & Quality Supervisor

42 weekly hours

Are you passionate about talent development, continuous improvement, and delivering world-class customer experiences? This is your opportunity to lead a high-impact Training & Quality team supporting one of the most iconic global brands.

Your Mission

As a Training & Quality Supervisor, you will lead and strengthen training and quality strategies to ensure operational excellence. You will have a direct impact on team performance, employee engagement, and client satisfaction across multiple lines of business.

Key Responsibilities

• Lead, coach, and develop a team of Trainers and Quality Evaluators .
• Design, manage, and maintain training schedules aligned with business needs.
• Ensure consistency, accuracy, and quality across training and transactional monitoring processes.
• Analyze performance metrics, identify trends, determine root causes, and lead corrective action plans.
• Conduct coaching, calibration, and development sessions to drive continuous improvement.
• Build strong partnerships with Operations, Client, Account Management, and internal stakeholders.
• Oversee audits, certifications, and compliance with internal and client standards.
• Lead Training & Quality initiatives and action plans that improve quality, efficiency, and results.

Candidate Profile

• 2–4 years of experience in a Contact Center, Training, and/or Quality environment.
• Proven experience leading teams and managing multiple priorities.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office.
• Self-starter with a strong sense of urgency and ability to perform under pressure.
• Strong coaching, mentoring, and analytical skills.