Job Title:

Manager I, Training & Quality - Bilingual

Job Description

The QA and Training Manager oversees a group of Quality and Training Team Leads/Supervisors to ensure that the product or service provided is performing acceptably. Also assures that processes are consistent and meets both external and internal client expectations. The QA and Team Manager is responsible for the Team Supervisor's execution of established responsibilities within the department, and with internal and external clients. Must perform data analysis, measurement, reporting and improvement recommendations on operational performance.

Essential Functions/Core Responsibilities ​

Build and develop a team of well-trained, competent professionals committed to continuous improvement for both the organization and themselves.

Lead the program team to achieve Training and Quality productivity targets and meet contractual obligations.​

Manage and optimize the training calendar to align with business and client requirements.

Provide effective coaching, mentoring, and development to enhance individual and team performance.

Facilitate and maintain internal and client reporting cadence for Training and Quality functions.

Conduct performance analysis, identify trends, and recommend actions to drive continuous improvement.

Participate in and/or facilitate client meetings, as well as internal and client calibration sessions, as needed.

Partner with management to review key drivers, metrics, and operational processes that support balanced scorecard and profitability goals.

Support the transition, implementation, and stabilization of new projects as required.

Profile

Proven experience in Training and Quality with direct experience in similar roles required.Strong background in team leadership and people management.Experience in business process operations within BPO.Ability to develop and deliver high-quality presentations to clients.Strong analytical and critical thinking skills.Flexible and adaptable to rapidly changing business needs.Demonstrated ability to analyze and improve processes; capable of setting clear action plans to achieve goals.Knowledge and experience with Root Cause Analysis (RCA) and Six Sigma methodologies.Advanced proficiency in Microsoft Excel.Advanced proficiency in English B2+ is requiredAble to work effectively in high - pressure enviroments while maintaining focus and performance.Excellent time management and organization skills, with the ability to multitask and balance priorities across different clients.Position is onsite, with rotation across company sites.

Location:

COL Bogota - Mallplaza - Avenida Calle 19 # 28 - 80

Language Requirements:

Time Type:

Full time

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