Quality & Training Excellence Lead

Aretè & Cocchi Technology; Valencia; Presencial; EUR 52.000 - 78.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional development

Valencia office work environment

Descripción de la vacante

Aretè & Cocchi Technology in Valencia, Spain seeks a Quality & Training Manager to lead the quality and training strategy across operations. You will align Quality Specialists and Trainer Specialists to ensure SLA compliance and elevate customer service, driving a continuous cycle of learning and improvement.

The role requires 3–5 years in Quality or Training in CX/BPO, with at least 2 years of team leadership.

Formación

• Minimum 3 to 5 years in Quality and/or Training in Contact Center / BPO / CX environments.
• At least 2 years directly managing teams of specialists (Quality Specialists / Trainers).
• Experience with quality monitoring, CRM, and ticketing tools.
• Proficiency in Excel/Spreadsheets and data analysis tools (Power BI, Tableau).
• Knowledge of GDPR and regulatory compliance relevant to training and quality.

Responsabilidades

• Lead, coordinate, and develop Quality Specialists and Trainer Specialists across operations.
• Define interaction evaluation frameworks, manuals, onboarding and ongoing training programs.
• Analyze diagnostics and deviations to create retraining plans and content.
• Monitor CSAT, NPS, FCR, AHT and SLA compliance to assess training impact.
• Lead calibration sessions among Quality, Training, Operations and client stakeholders.

Conocimientos

Excellent English

Cross-functional leadership

Analytical mindset

Strategic communication

Customer centricity

Educación

University Degree or Higher Vocational Education

Herramientas

CRM systems

Ticketing tools

Excel

Power BI/Tableau

Descripción del empleo

Aretè & Cocchi Technology in Valencia, Spain seeks a Quality & Training Manager to lead the quality and training strategy across operations. You will align Quality Specialists and Trainer Specialists to ensure SLA compliance and elevate customer service, driving a continuous cycle of learning and improvement.

The role requires 3–5 years in Quality or Training in CX/BPO, with at least 2 years of team leadership.