Training and Quality Manager

cnx; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

cnx is seeking a Training and Quality Manager to oversee training and QA programs in Mexico City. You will design and implement training initiatives, ensure alignment with business goals, and monitor quality across departments.

You will lead a team of trainers and QA specialists, set KPIs, coach staff, and drive continuous improvement in learning and quality processes. Strong English is required for global collaboration.

Formación

• Bachelor's degree in Business Administration, Human Resources, Education, or related field.
• 5+ years of experience in Training, Quality Assurance, or Operations (preferably in a call center or BPO environment).
• Previous experience managing teams.

Responsabilidades

• Design and develop training programs aligned with business needs.
• Conduct training needs analysis and identify skill gaps.
• Collaborate with subject matter experts to create learning materials.
• Deliver training sessions or coordinate delivery through trainers.
• Facilitate workshops, seminars, and virtual training sessions.
• Ensure employees acquire required knowledge and skills.
• Establish and maintain QA processes and procedures.
• Develop quality metrics and performance standards.
• Conduct audits and implement corrective actions for compliance.
• Design and implement performance monitoring systems.
• Set KPIs and benchmarks for employee performance.
• Provide coaching and feedback to improve productivity and results.
• Continuously assess organizational training requirements.
• Partner with managers to align training with business goals.
• Evaluate training effectiveness and QA processes.
• Collect feedback and adjust programs to meet evolving needs.
• Drive innovation and best practices in training and quality.
• Lead and develop a team of trainers and QA specialists.
• Support hiring, onboarding, and performance management.
• Promote professional growth within the team.
• Prepare reports on training outcomes, QA findings, and performance metrics.
• Present insights and recommendations to senior leadership.

Conocimientos

Training methodologies

Adult learning principles

Quality assurance frameworks

Performance management systems

Leadership and coaching

Interpersonal skills

Analytical/problem-solving

Communication/presentation

Educación

Bachelor's degree in Business Admin/HR/Education

5+ years in Training/QA/Operations

Team management experience

Herramientas

MS Office

LMS platforms

QA tools

KPIs/reporting dashboards

Descripción del empleo

Job Title:

Training and Quality Manager

Job Description

Job Summary

The Training and Quality Manager is responsible for overseeing and managing training and quality assurance programs within the organization. This role focuses on developing, implementing, and monitoring initiatives that enhance employee skills and performance while ensuring consistent quality standards across departments.

Key Responsibilities

• Training Program Development

  • Design and develop training programs aligned with business needs.
  • Conduct training needs analysis and identify skill gaps.
  • Collaborate with subject matter experts to create effective learning materials.

• Training Delivery & Facilitation

  • Deliver training sessions or coordinate delivery through trainers.
  • Facilitate workshops, seminars, and virtual training sessions.
  • Ensure employees acquire the knowledge and skills required for their roles.

• Quality Assurance Processes

  • Establish and maintain QA processes and procedures.
  • Develop quality metrics and performance standards.
  • Conduct audits and implement corrective actions for compliance issues.

• Performance Monitoring & Evaluation

  • Design and implement performance monitoring systems.
  • Set KPIs and benchmarks for employee performance.
  • Provide coaching and feedback to improve productivity and results.

• Training Needs Analysis

  • Continuously assess organizational training requirements.
  • Partner with managers and supervisors to align training with business goals.

• Continuous Improvement

  • Evaluate training effectiveness and QA processes.
  • Collect feedback and adjust programs to meet evolving needs.
  • Drive innovation and best practices in training and quality.

• Team Management

  • Lead and develop a team of trainers and QA specialists.
  • Support hiring, onboarding, and performance management.
  • Promote professional growth within the team.

• Reporting & Documentation

  • Prepare reports on training outcomes, QA findings, and performance metrics.
  • Present insights and recommendations to senior leadership.

Requirements

• Education & Experience

  • Bachelor's degree in Business Administration, Human Resources, Education, or related field.
  • 5+ years of experience in Training, Quality Assurance, or Operations (preferably in a call center or BPO environment).
  • Previous experience managing teams.

• Skills & Competencies

  • Strong knowledge of training methodologies and adult learning principles.
  • Experience with quality assurance frameworks and performance management systems.
  • Excellent leadership, coaching, and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Advanced communication and presentation skills.

• Technical Skills

  • Proficiency in MS Office (Excel, PowerPoint).
  • Experience with LMS platforms and QA tools.
  • Familiarity with performance metrics, KPIs, and reporting dashboards.

• Other Requirements

  • Advanced/Fluent English (required).
  • Ability to work in a fast-paced, results-driven environment.
  • Strong organizational and project management skills.

Location:

MEX Mexico City Downtown Insurgentes

Language Requirements:

Time Type:

Full time2026-07-31