Manager Training & Quality BPO

Concentrix; Lima Metropolitana; Presencial; PEN 78.000 - 123.000; Jornada completa

Descripción de la vacante

Concentrix is seeking a Quality and Training Manager to shape and optimize quality assurance and training strategies across multiple sites. You will design standards, drive improvements, and ensure alignment with client requirements and SLAs, delivering consistently excellent customer experiences.

You will lead coaching, calibration, and training initiatives, monitor KPIs, and collaborate with Operations, Learning & Development, and client stakeholders to sustain high performance and compliance.

Formación

• Bachelor's degree in Business Administration, Industrial Engineering, Human Resources, Education, or related field.
• 3+ years of experience managing Quality Assurance and/or Training functions in a BPO, Contact Center, Customer Experience, or Service Operations environment.
• Strong knowledge of quality management methodologies, performance metrics, and continuous improvement practices.
• Advanced English level required.
• Experience leading training programs, coaching initiatives, and quality improvement projects.
• Advanced analytical and problem-solving skills with the ability to interpret operational data and performance reports.
• Excellent communication, stakeholder management, and leadership skills.
• Advanced proficiency in Microsoft Office Suite and reporting tools.

Responsabilidades

• Develop and standardize quality control guidelines for customer interactions, ensuring compliance with operational procedures, quality standards, and business objectives.
• Design and implement continuous improvement initiatives throughout the customer journey, including diagnosis, execution, and follow-up phases, to enhance service performance and customer experience.
• Manage quality and training resources effectively, analyzing operational performance reports and recommending action plans to ensure achievement of key performance indicators (KPIs).
• Establish and monitor compliance guidelines for quality and training strategies, ensuring adherence to operational goals and successful closure of improvement cycles.
• Integrate client policies, procedures, and quality requirements into quality assurance and training programs to maintain compliance with contractual and service agreement standards.
• Evaluate operational performance trends and identify opportunities to improve quality outcomes, employee performance, and customer satisfaction.
• Develop and oversee coaching, calibration, and training initiatives to address performance gaps and ensure consistent service delivery.
• Collaborate with Operations, Learning & Development, and client stakeholders to align quality and training objectives with business goals.
• Monitor compliance with internal policies, regulatory requirements, and customer expectations.
• Prepare and present quality and training performance reports, recommendations, and action plans to leadership and clients.

Conocimientos

Quality Management

Customer Experience Focus

Data Analysis and Reporting

Project Management

Decision Making

Results Orientation

Client Relationship Management

Strategic Thinking

Leadership and People Development

Advanced English

Educación

Bachelor's degree in Business Administration or related field

Herramientas

Microsoft Office Suite

Descripción del empleo

The Quality and Training Manager is responsible for designing, implementing, and continuously optimizing quality assurance and training strategies to ensure operational excellence, service compliance, and customer satisfaction. This role oversees quality and training processes, establishes performance standards, drives continuous improvement initiatives, and ensures alignment with client requirements, company policies, and service level agreements.

Key Responsibilities

• Develop and standardize quality control guidelines for customer interactions, ensuring compliance with operational procedures, quality standards, and business objectives.
• Design and implement continuous improvement initiatives throughout the customer journey, including diagnosis, execution, and follow-up phases, to enhance service performance and customer experience.
• Manage quality and training resources effectively, analyzing operational performance reports and recommending action plans to ensure achievement of key performance indicators (KPIs).
• Establish and monitor compliance guidelines for quality and training strategies, ensuring adherence to operational goals and successful closure of improvement cycles.
• Integrate client policies, procedures, and quality requirements into quality assurance and training programs to maintain compliance with contractual and service agreement standards.
• Evaluate operational performance trends and identify opportunities to improve quality outcomes, employee performance, and customer satisfaction.
• Develop and oversee coaching, calibration, and training initiatives to address performance gaps and ensure consistent service delivery.
• Collaborate with Operations, Learning & Development, and client stakeholders to align quality and training objectives with business goals.
• Monitor compliance with internal policies, regulatory requirements, and customer expectations.
• Prepare and present quality and training performance reports, recommendations, and action plans to leadership and clients.

Qualifications

• Bachelor's degree in Business Administration, Industrial Engineering, Human Resources, Education, or a related field.
• 3+ years of experience managing Quality Assurance and/or Training functions in a BPO, Contact Center, Customer Experience, or Service Operations environment.
• Strong knowledge of quality management methodologies, performance metrics, and continuous improvement practices.
• Advanced English level required.
• Experience leading training programs, coaching initiatives, and quality improvement projects.
• Advanced analytical and problem-solving skills with the ability to interpret operational data and performance reports.
• Excellent communication, stakeholder management, and leadership skills.
• Advanced proficiency in Microsoft Office Suite and reporting tools.
• Strategic Thinking
• Leadership and People Development
• Quality Management
• Customer Experience Focus
• Data Analysis and Reporting
• Project Management
• Decision Making
• Results Orientation
• Client Relationship Management

The role is responsible for supporting and overseeing quality and training operations across multiple sites/locations, ensuring consistency in processes, standards, and performance.