Training and Quality Supervisor BPO On site position in Bogota

About the Role:

The Supervisor, Training & Quality, plays a crucial role in ensuring our workforce is well-prepared and delivers superior performance. Youll be responsible for overseeing all aspects of training and quality for assigned client programs, from analysis and scheduling to implementation and monitoring. Youll also lead and develop your team, fostering a continuous improvement culture.

Responsibilities:

Build a team of highly skilled professionals dedicated to personal and organizational growth.
Champion quality initiatives by evaluating and refining internal training and quality processes.
Ensure consistency and accuracy among trainers through observation and feedback analysis.
Manage consultant training schedules and ensure smooth operation.
Assess process and staff effectiveness, collaborating with stakeholders to develop and implement improvement plans.
Conduct coaching and development sessions to empower team members for continuous improvement.
Cultivate strong working relationships with key stakeholders across departments (internal and external).
Oversee audits of key training and quality processes, recommending changes for optimization.
Manage staff certifications and training programs, ensuring compliance with internal and client requirements.
Coordinate and facilitate calibration sessions effectively, attending as needed.
Lead training and quality task forces with business partners (Operations, Client Services, Account Management, and Resource Units).
Analyze training and quality performance data, identify trends, determine root causes, present findings, and lead corrective action plans.

Required Skills:

2-4 years of experience in a related field or contact center environment.
Prior experience in Training & Quality is a must.
Bachelors degree preferred.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office Suite.
Proven ability to lead a team in multitasking, prioritizing tasks, and meeting deadlines.
Strong mentoring, coaching, and team direction skills.
Self-starter with a strong sense of urgency and ability to thrive under pressure.
Adept at fostering a professional and relationship-oriented environment for yourself and your team.
Exceptional attention to detail.
Flexible work schedule required.
Full-time availability preferred.

Join us and make a difference! We offer a dynamic work environment, and opportunities for professional growth.