Quality & Training Leader - Elevate CX in Valencia

CSC Digital; Valencia; Presencial; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional development

Multinational environment

Valencia office

Descripción de la vacante

CSC Digital, Valencia, is seeking a Quality & Training Manager to lead Quality and Trainer Specialists, defining evaluation frameworks, onboarding, and ongoing training programs for the operational workforce. You will analyze diagnostics, derive retraining plans, and monitor KPIs to drive service quality and SLA compliance.

Collaborative calibration sessions with stakeholders and CAPA design will be part of the role.

Formación

• Minimum 3–5 years in Quality and/or Training in Contact Center/CX environments.
• At least 2 years directly leading teams of Quality Specialists and Trainers.
• Excellent English, plus proficiency in another European language (French, German, or Italian).
• Strong experience with quality monitoring, CRM and ticketing tools, and data analysis.

Responsabilidades

• Lead, coordinate, and develop Quality Specialists and Trainer Specialists to ensure SLA compliance and high service quality.
• Define evaluation frameworks, manuals, onboarding, and ongoing training programs for operations.
• Translate diagnostics into retraining plans and content in collaboration with Trainer Specialists.
• Monitor KPIs (CSAT, NPS, FCR, AHT, errors, SLA) and report impact of training.
• Coordinate calibration sessions with Quality, Training, Operations, and client stakeholders.
• Design CAPA/PICA actions to address recurring issues and bottlenecks.
• Prepare executive reports on quality, training effectiveness, and agent progress.
• Ensure training and monitoring comply with GDPR and data protection standards.

Descripción del empleo

CSC Digital, Valencia, is seeking a Quality & Training Manager to lead Quality and Trainer Specialists, defining evaluation frameworks, onboarding, and ongoing training programs for the operational workforce. You will analyze diagnostics, derive retraining plans, and monitor KPIs to drive service quality and SLA compliance.

Collaborative calibration sessions with stakeholders and CAPA design will be part of the role.