Position Summary: We are seeking Training and Quality specialists to develop telephone agents, train, monitor, and provide feedback to Collections and Customer Service (CS) teams, thereby improving their performance. Key Highlights: 1. Training and development of telephone agent teams. 2. Quality monitoring and feedback for continuous improvement. 3. Collaboration with key departments for an integrated approach. A leading technological financial institution is looking for talent like yours! Due to growth, we require: ***Training and Quality*** We are seeking 2 individuals passionate about team training, with experience in developing telephone agents and strong analytical capabilities. You will be responsible for training, monitoring, and providing feedback to the Collections and CS teams, aiming to improve performance, standardize best practices, and ensure compliance with Kaby’s regulatory and operational guidelines. **Key Responsibilities:** * Design and deliver initial and ongoing training for telephone agents (onboarding, collection techniques, CONDUSEF regulations, handling objections, CRM, etc.). * Continuously monitor calls to assess service quality and protocol compliance. * Deliver effective, structured, and KPI-based feedback focused on improving productivity and customer experience. * Develop customized improvement plans for underperforming agents. * Analyze individual and group performance statistics. * Design reports and dashboards to track training and coaching outcomes. * Ensure alignment of messaging and scripts with Kaby’s collection strategies. * Coordinate periodic role-playing sessions and practical training exercises. * Collaborate with Operations, Compliance, and Risk departments to ensure an integrated approach. **Requirements:** * Minimum 2 years’ experience in training, quality assurance, or coaching within call centers, preferably in collections. * Knowledge of adult learning tools and methodologies. * Advanced Excel proficiency (pivot tables, statistical formulas, dashboards). * Experience generating statistical and tracking reports. * Strong analytical skills and results orientation. * Familiarity with responsible collection standards and practices (CONDUSEF). * Ability to communicate clearly and build trust. * Proactive attitude, leadership capability, and focus on continuous improvement. **Desirable:** * Prior experience training collections teams for digital financial products or fintech. * Knowledge of tools such as Power BI, Tableau, or e-learning platforms. * Experience working with CRM systems and call recording platforms. * Age 25–40 years. * Gender: Unspecified. **Location:** Av. Horacio 340, Polanco, Polanco V Secc, Miguel Hidalgo, 11510 Ciudad de México, CDMX If you meet the requirements and are interested in joining our team, please apply through this channel and we will contact you shortly. Employment Type: Full-time Salary: $14,000.00 per month Benefits: * Option for indefinite-term contract * Employee referral program * Food vouchers Workplace: On-site