Training & QA Manager
Prodapt Chile SpA
- Ciudad de Panamá
- Permanente
- Tiempo completo
Responsibilities Own end-to-end training and quality strategy for new hire, cross-skill, upskill, nesting, refresher, and remediation needs across the supported lines of business. Design and govern learning plans that build agent capability in troubleshooting, repair handling, Wi-Fi issue resolution, systems navigation, customer communication, and escalation management. Lead the quality assurance team and calibration process to maintain scoring consistency, actionable feedback, and alignment with client expectations. Use quality findings, customer trends, repeat contact patterns, and operational defects to identify root causes and launch targeted improvement plans. Partner with operations and WFM to align training throughput, nesting capacity, and timing of interventions with volume demand and floor readiness. Develop coaching frameworks, side-by-sides, huddles, and knowledge reinforcement activities for agents, supervisors, and SMEs. Maintain governance on training content, job aids, process updates, certification criteria, and controlled rollout of client changes. Report on training effectiveness, nesting success, speed to proficiency, quality trends, error drivers, and learning ROI to leadership and clients. Support client visits, business reviews, and audits by demonstrating the maturity of the training and quality operating model. Drive a culture of continuous improvement where quality outcomes are used to improve customer experience, reduce rework, and strengthen first-contact resolution.RequisitosExperience in Contact Center / BPO Operations 5+ years of experience in contact center environments, with at least 2–3 years leading Training and/or Quality Assurance functions Strong exposure to customer support, technical support, or telecom programs (preferred) Expertise in Quality Assurance & Performance Management Proven experience designing and managing QA frameworks, scorecards, and calibration processes Ability to link QA insights to coaching and performance improvement initiatives, ensuring continuous service enhancement Training Program Design & Delivery Experience creating and leading end-to-end training programs (new hire, nesting, upskilling, refreshers) Ability to translate QA findings into targeted training interventions that improve agent behavior and performance Strong Leadership & Coaching Capabilities Demonstrated ability to lead trainers, QA analysts, and support staff Skilled in coaching, feedback delivery, and performance development to drive KPI attainment (AHT, FCR, CSAT, QA scores) Strong communication and leadership skills to influence teams and stakeholders Data-Driven & KPI-Oriented Mindset Ability to analyze performance data and identify trends to improve operations Experience working with KPIs such as QA scores, CSAT, NPS, FCR, AHT Familiarity with reporting tools (Excel, Tableau, NICE, Genesys, etc.) Bilingual Communication & Client-Facing Skills Fluent in English and Spanish (required for Central America client operations) Experience interacting with clients and stakeholders, presenting performance insights, and driving action plans