Job Summary: A Quality and After-Sales Training Analyst who will design, implement, and ensure quality and training standards to enhance student experience and operational efficiency. Key Highlights: 1. Design and implementation of quality and after-sales training programs. 2. Collaboration in the continuous improvement of advisor performance. 3. Ensuring alignment with quality models such as ISO 9001. The **Universidad Da Vinci**, in partnership with **Educa Edtech Group**, aims primarily to democratize education by making online university programs accessible at affordable prices and with European quality. Currently, we operate across Mexico, Latin America, the USA, and Spain. For us, our employees and students are the most important. We invite you to join our team as **Quality and After-Sales Training Analyst**. Design, implement, and ensure quality and training standards for the Student Support area (Student Support and Billing Support), contributing to the continuous improvement of advisor performance through quality audits, specialized training, certifications, gamification, and alignment with quality models (ISO 9001, Six Sigma, or others), with the goal of elevating student experience, operational efficiency, and retention. **Profile Requirements:** \- Education: Completed bachelor’s degree in Education, Psychology, Pedagogy, Administration, Industrial Engineering, Communication, or related field. \- Training, certification, or knowledge in quality management systems (ISO 9001 or other related models). **Specific Responsibilities for the Role:** · Design and maintain the quality model for the Student Support area. · Conduct quality audits on calls, chats, emails, and cases. · Define evaluation criteria, rubrics, and scorecards. · Generate quality reports and action plans. · Design and deliver initial and ongoing training programs. · Implement gamification strategies to reinforce learning, performance, and adherence. · Coordinate internal team certification programs. · Ensure process alignment with quality standards (ISO 9001 or others). · Collaborate with Supervision and Operations on improvement plans. · Identify gaps in knowledge, skills, and compliance. · Document processes, manuals, and training materials. **Required Knowledge:** · Quality models and metrics (QA, CSAT, NPS, CES, FCR). · Quality management systems (ISO 9001\). · Continuous improvement methodologies (PDCA, Kaizen, Lean, Six Sigma – desirable). · Gamification and experiential learning techniques. · Intermediate-level Excel (data analysis, pivot tables, formulas). · Power BI (desirable) for indicator visualization and analysis. · Process documentation and standardization tools (manuals, procedures, flowcharts). · Digital training tools (LMS, CRM, Office / Google Workspace). Process documentation and standardization. **Performance Objectives:** · Average quality score for the area. · Compliance with quality standards. · Reduction of recurring errors. · Improvement in CSAT, NPS, and CES. · Effectiveness of training programs. · Time required for adoption of new processes. · Participation and performance in gamification activities. · Compliance with internal and external audits. · Implementation of continuous improvement actions. Impact of quality on retention and re-enrollment. **Experience:** \- Minimum 3 years in quality and training roles within customer service or call center environments. \- Demonstrable experience in quality auditing (QA), interaction evaluation, and scorecard development. \- Experience in designing and implementing training and certification programs. \- Experience applying quality and continuous improvement models (ISO 9001, Six Sigma, Kaizen, etc.). \- Experience using customer experience metrics (CSAT, NPS, CES, FCR). \- Experience designing and implementing gamification strategies for training and performance. · Experience in process documentation and standardization. **Benefits You Will Receive:** * Monthly salary paid biweekly. * **Short-term growth opportunity.** * Free platform for **courses and training** across various areas of interest. * **Institutional scholarship** to continue your university studies or specialization. * **Discounts at Arista Optics, cafeterias, and more.** * Central work location, just a few blocks from Metro Line 1 Chapultepec or Line 7 Chapultepec. Employment Type: Full-time, On-site. Salary: $11,000\.00 \- $12,000\.00 per month Benefits: * Study support * Salary increases * Employee discounts * Discounts and preferential pricing * Option for an indefinite-term contract Salary: $11,000\.00 \- $12,000\.00 per month Benefits: * Study support Work Location: On-site employment