Onsite Senior Training & QA Leader

Teleperformance; El Paso (TX); On-site; USD 68,000 - 78,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Dental & vision coverage

Paid time off

Job summary

Teleperformance is seeking a Training Manager to lead a team of QA Analysts, Trainers and Senior Trainers to drive performance, quality, and end-user satisfaction. You will design end-to-end training programs for key accounts, monitor progress, and collaborate with site leaders to deliver measurable results.

You will oversee training content, calibrations, vendor partnerships, and cross-functional communication, ensuring compliance and continuous improvement across multiple sites.

Qualifications

• 3+ years of training experience in a client/service delivery environment.
• 2+ years working in Trust & Safety domain and policy knowledge for external hires.
• Strong MS Office proficiency and data reporting skills.

Responsibilities

• Identify training needs for the account/LOB and design, plan, implement programs.
• Review training content periodically to keep it current, accurate and effective.
• Participate in recruitment, selection, training and evaluation processes.
• Measure and report training milestones/goals for the account.
• Supervise daily work of employee span and coach team members.
• Plan and deliver Train the Trainer initiatives and calibrations.
• Ensure compliance with BEST T&D within scope.
• Keep up to date with industry training practices and trends.
• Identify improvement opportunities through training interventions.
• Coordinate with external training providers and vendors as needed.
• Facilitate training sessions and calibrations with stakeholders.
• Support continuous improvement and total quality management.
• Manage QA monitoring quotas and timely QA reports.

Skills

Training management

Leadership

Communication

Analytical skills

Problem solving

Team building

Time management

Detail oriented

Process excellence

Collaboration

Emotional intelligence

Open-mindedness

Critical thinking

Solution orientation

Entrepreneurship

AI proficiency

Data literacy

Education

Bachelor's degree

Tools

MS Office

Job description

Teleperformance is seeking a Training Manager to lead a team of QA Analysts, Trainers and Senior Trainers to drive performance, quality, and end-user satisfaction. You will design end-to-end training programs for key accounts, monitor progress, and collaborate with site leaders to deliver measurable results.

You will oversee training content, calibrations, vendor partnerships, and cross-functional communication, ensuring compliance and continuous improvement across multiple sites.