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 kno

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