**Other** **Training \& Quality** **Location** Merida, Mexico **Language** English **Summary** ----------- The Training \& Quality Manager supervises leaders to ensure consistent processes that are aligned with customer expectations. Additionally, they analyze operational performance and ensure that the team fulfills its responsibilities correctly. .**Description** --------------- **Essential Functions/Core Responsibilities:** 1\. Leadership, team development, and management:* Build and develop a skilled team focused on continuous improvement. * Provide coaching, mentoring, and development to improve individual and group performance. 2\. Training \& Quality management and goal achievement: * Lead the team to achieve Training and Quality productivity goals, fulfilling contractual commitments. * Manage and optimize the training schedule according to business and customer needs. 3\. Performance analysis, continuous improvement, and reporting: * Perform performance analysis, identify trends, and propose improvement actions. * Maintain the cadence of internal and customer reports on Training and Quality functions. 4\. Customer relations, operations, and projects: * Participate in or facilitate customer meetings and internal and external calibration sessions. * Collaborate with management to review metrics and operational processes that impact the balanced scorecard and profitability. * Support the transition, implementation, and stabilization of new projects. **Candidate profile:** * Proven experience in Training \& Quality, preferably in similar roles within BPO environments. * Advanced proficiency in English (C1\). * Strong leadership and effective team management, with the ability to guide, motivate, and develop teams. * Analytical and process improvement skills, including the creation of new clear and measurable action plans. * High adaptability and ability to manage multiple priorities. * Ability to respond to changing needs and simultaneously manage requests from different clients or business lines. * Advanced Excel skills or other data analysis tools. **Internal Career Path Policies (Only for current employees):** * **The game\-changers must have the approval of his or her immediate supervisor to apply for the call.** * **Required tenure: 6 months.** * **Required performance:** KPIs or goals on target for the business unit to which they belong in the last **3\-month period (not average).** * **Must not have active disciplinary actions.** * **The game\-changer may participate in only one process at a time.** * **Comply with the learning paths of the Corporate University.** * **Must remain at least 6 months in the position to which he/she was recently promoted,** to be able to apply for another call. * If you were evaluated by the PC psychologist for a vacancy and you were not selected, **you must wait at least 2 months to reapply for that same position from which you did not pass** * **The process is performed and/or outside working hours,** which means that the game\-changer should be available in his free time in case we require it. * Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.