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 gap

📌 Training and Quality Deputy Director (Naucalpan de Juárez)
🏢 INVEX
📍 Naucalpan de Juárez