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 roleDevelop 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.ResponsibilitiesLead 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 qualificationsBachelor's degree in administrative careers (Desirable)6+ years of experience in Contact Center Training management6+ years of experience in Quality Assurance ManagemetStrong understanding of customer service and customer successClear verbal and written communication skills in English and SpanishFamiliarity with management techniquesAbility to meet and exceed customer needsInterpersonal skillsProblem-solving skillsAbility to maintain customer confidentialityAbility to work collaborativelyAdvanced Excel and MS Office skillsExperience with Genesys and AvayaWe offer:Gross base salary of $90,000 MXNLegal benefitsDirect contract with the BankAdditional benefits after 3 months:30 days of Christmas bonusMajor Medical Expense InsuranceAnnual performance bonus (Up to 3 months based on results)Savings Fund (Investment)Life insuranceCompany vehicle

📌 Training And Quality Deputy Director (México)
🏢 INVEX
📍 México