Invex is looking for an experienced Training and Quality Deputy Director with expertise in Customer metrics to oversee our Call Center operation. A successful Deputy Director of Training & Quality Assurance will ensure that every Customer Service Agent is fully prepared to deliver exceptional service through world-class onboarding, continuous development, effective coaching, and robust quality assurance programs, resulting in improved customer satisfaction, employee performance, compliance adherence, and operational excellence. Objectives of this role - Develop and execute the Contact Center Training and Quality Assurance strategy aligned with business objectives.

- Develop annual training plans, learning roadmaps, and capability-building strategies for customer service teams.
- Create and maintain governance frameworks, standards, and policies for training and quality programs.
- Partner with Operations, Product, Compliance, Risk, Technology, and Human Resources teams to ensure training content remains accurate and up to date.
- Oversee training programs related to operational procedures, workflows, systems, and technologies utilized by Contact Center agents.

Responsibilities - Lead the design, implementation, and continuous improvement of onboarding programs for all new Customer Service Agents.

- Ensure comprehensive delivery of Product training, Customer centricity skills, Operational processes, Banking systems and tools, and compliance requirements.
- Monitor nesting and transition-to-production performance of new hires.
- Establish readiness criteria and certification processes for Contact Center Agents prior to deployment into operations.
- Ensure timely deployment of training related to process changes, system enhancements, policy updates, and regulatory requirements.
- Create mechanisms to measure training effectiveness and knowledge retention.




- Design and implement continuous improvement training programs for existing agents and supervisors.
- Identify knowledge and performance gaps through quality reviews, operational metrics, customer feedback, and root-cause analysis.
- Develop targeted learning interventions to improve service quality and operational performance.
- Establish career development and upskilling pathways for customer service personnel.
- Lead the Contact Center Quality Assurance function to ensure consistency, fairness, and effectiveness in evaluation programs.
- Define quality standards, calibration methodologies, and scorecard frameworks aligned with customer experience and business objectives.
- Monitor service interactions across voice, digital, and other applicable channels.
- Implement quality monitoring methodologies that provide meaningful insights to leadership.
- Ensure timely and effective feedback delivery to agents and supervisors.
- Establish coaching frameworks that support measurable improvement in performance.
- Collaborate with Operations leaders to improve agent performance through structured action plans.

Skills and qualifications - Bachelor's degree in administrative careers (Desirable) - 6+ years of experience in Contact Center Training management - 6+ years of experience in Quality Assurance Managemet - Strong understanding of customer service and customer success - Clear verbal and written communication skills in English and Spanish - Familiarity with management techniques - Ability to meet and exceed customer needs - Interpersonal skills - Problem-solving skills - Ability to maintain customer confidentiality - Ability to work collaboratively - Advanced Excel and MS Office skills - Experience with Genesys and Avaya We offer:

- Gross base salary of $90,000 MXN - Legal benefits - Direct contract with the Bank Additional benefits after 3 months:
- 30 days of Christmas bonus - Major Medical Expense Insurance - Annual performance bonus (Up to 3 months based on results) - Savings Fund (Investment) - Life insurance - Company vehicle

📌 Training and Quality Deputy Director (Nezahualcóyotl)
🏢 INVEX
📍 Nezahualcóyotl