Responsibilities

- Lead, coach, and develop Training and Quality leadership teams to foster a high-performance culture.

- Provide mentoring, performance management, and career development opportunities for team members.

- Promote collaboration, accountability, and employee engagement across Training and Quality functions.

- Drive the achievement of Training and Quality KPIs and contractual commitments.

- Develop, implement, and optimize training strategies, curricula, and quality frameworks.

- Ensure training schedules and quality activities align with business demands, operational requirements, and client expectations.

- Monitor training effectiveness and quality performance, recommending adjustments to improve outcomes.

- Analyze operational and performance data to identify trends, gaps, risks, and opportunities.

- Develop and execute action plans focused on improving productivity, quality, customer experience, and operational efficiency.

- Produce and present regular reports, business reviews, and performance updates to internal stakeholders and clients.

- Serve as a key point of contact for Training and Quality-related client discussions.

- Facilitate internal and external calibration sessions to ensure consistency and alignment of quality standards.

- Partner with Operations, Workforce Management,



Client Services, and Senior Leadership to improve business performance.

- Review operational metrics that impact balanced scorecards, customer satisfaction, and profitability.

- Support business transitions, new program implementations, launches, and stabilization activities.

Qualifications

- Bachelor's Degree in Business Administration, Human Resources, Education, Psychology, Industrial Engineering, Communications, or a related field.

- Minimum 5+ years of experience in Training, Learning & Development, Quality Assurance, or Continuous Improvement within a BPO/Contact Center environment.

- Minimum 2+ years of leadership experience managing, trainers, quality teams, or multifunctional teams.

- Proven success managing client-facing relationships and operational performance initiatives.

- Knowledge of quality methodologies, root cause analysis, and continuous improvement practices.

- Strong analytical and problem-solving skills with the ability to interpret operational data and performance metrics.

- Advanced proficiency in Microsoft Excel and reporting tools.

- Experience with data visualization and analysis tools.

- Advanced English proficiency (B2+ required).

📌 Manager I, Training & Quality (Medellín)
🏢 Concentrix
📍 Medellín