Job Description
The Team Leader - Quality & Employee Development is responsible for leading and supporting a team of Quality & Employee Development Coaches in the delivery of quality audits, coaching, training, employee development, and performance improvement activities across supported operational areas.
The Team Leader ensures that quality review practices, coaching approaches, training materials, and employee development activities are consistent, practical, and aligned with business needs. This role manages the daily operations of the Quality & Employee Development team, monitors team performance, supports the development of team members, and ensures quality and coaching activities are completed effectively and on time.
The Team Leader works closely with Department Leaders to understand performance trends, operational priorities, employee development needs, and quality concerns. The role also collaborates with Continuous Improvement Partners (CIPs) to receive new or revised processes and ensure they are translated into appropriate training materials, quality audit criteria,



coaching tools, job aids, and reference content for use by the Quality & Employee Development team.
The Team Leader promotes consistency, accountability, continuous improvement, and employee development by ensuring that quality findings and process changes are converted into practical coaching, training, and process reinforcement actions.
KSA (Knowledge, Skills and Abilities/Attitudes)
Knowledge:
Strong understanding of quality assurance practices, audit methodologies, and coaching principles.
Strong understanding of training delivery, employee development, and knowledge reinforcement practices.
Strong understanding of operational workflows, systems, procedures, and service expectations.
Understanding of process improvement concepts and how process changes impact training, QA, and employee performance.
Knowledge of performance management practices, team leadership, and employee development p

📌 TL - Quality & Employee Development (Ciudad de México)
🏢 Global Excel Management
📍 Ciudad de México