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 k
📌 Training and Quality Deputy Director (México)
🏢 INVEX
📍 México