Team QA Manager

Ciudad de Panamá
Permanente
Tiempo completo

Hace 20 días

Detalle del aviso:Prodapt is a specialized, AI-first global technology services provider focusing on the Connectedness industry, catering to telecom operators, digital service providers, and technology firms. It provides consulting, business reengineering, and managed services to build, integrate, and operate next-generation networks and digital experiences.We are seeking a Training & Quality Manager to lead the end-to-end training and quality framework for our BPO operations. This role will be responsible for people management, KPI ownership, and continuous improvement initiatives, ensuring agents and leaders deliver a high-quality customer experience.The ideal candidate will bring strong contact center operational expertise, with a focus on First Contact Resolution, training effectiveness, and quality performance.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.

Requisitos:

Experience 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

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