Supervisor Junior de Calidad y Formación (Temporal)

About the role

The Junior Supervisor of Quality and Training will support the design, scheduling, and delivery of classroom training and transactional monitoring for assigned client programs. This temporary position ensures staff are optimally prepared by overseeing evaluators and trainers within the assigned portfolio.

Key responsibilities

• Manage certification and training processes for staff, meeting internal and client requirements.
• Create and maintain training schedules for consultants.
• Drive initiatives to improve training quality and the company’s quality support through internal process evaluation.
• Assess effectiveness of processes and personnel, collaborating with business stakeholders to develop and execute improvement action plans.
• Analyze training and quality performance, identify trends, determine root causes, present findings, and lead corrective action plans.
• Participate in calibration or follow‑up sessions as needed.
• Promote customer‑experience excellence by identifying opportunities and providing practical recommendations based on quality and training insights.
• Develop strong working relationships with internal and external business stakeholders.
• Lead cross‑functional work groups and action plans related to training and quality with Operations, Clients, Account Management, and other partners.

Required profile

• Preferable experience in Quality and Training within BPO or call‑center environments.
• Minimum 2 years leading training and quality assurance in a contact centre.
• Proven experience designing, delivering, and evaluating training programs.
• Strong knowledge of quality monitoring processes, performance metrics, and continuous‑improvement methodologies.
• Experience conducting coaching sessions, feedback, and performance‑development initiatives.
• Excellent leadership, communication, and interpersonal skills.
• Academic background in Business Administration, Marketing, Education, or related fields.

Required skills