Quality Assurance and Training Manager
hace 6 meses
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.
As Quality Assurance/Training Manager, You Will
- Proactively solicit and provide feedback by being honest and transparent
- Plan, develop and implement comprehensive professional development and training plans
- Promote an inclusive learning environment and facilitate staff meetings
- Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
- Provide coaching to global staff in quality assurance and training to support superior performance
- Responsible for the effective selection, development, supervision, evaluation and training of direct reports
- Perform routine audits and track call performance
- Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
- Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
- Assign and monitor workload and performance of Trainers and Quality Analysts
- Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
- Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
- Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate
- Work with client and Operations Manager to perform corrective action
- Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy
As Quality Assurance/Training Manager, You Have
- 3+ years of leadership experience, preferably in the customer service industry
- Post-secondary education preferred
- Demonstrated, progressive leadership and management skills, preferably in a contact center environment
- Experience leading teams in a global capacity
- Experience working in a fast paced environment across multiple locations globally
- Strong verbal and written communication skills
- Exceptional organizational and time management skills - must be able to multitask and prioritize
- Superior analytical skills, problem solving and decision making skills
- Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
- Understanding of continuous improvement plans
- Good understanding of business acumen
- Independent thinker
- Excellent presentation skills
-
Quality Assurance Manager
hace 5 meses
Bogota, Colombia IntouchCX A tiempo completo**About IntouchCX** IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...
-
Audit Manager
hace 5 meses
Bogota, Colombia Citi A tiempo completoCiti's Internal Audit (IA) division provides independent assessments of the company's governance, risk management and internal control environment for key stakeholders including the Board of Directors, senior management and Citi’s numerous regulators globally. IA is a change agent within Citi to enhance the control culture of Citigroup worldwide and...
-
Audit Manager
hace 6 meses
Bogota, Colombia Citi A tiempo completoCiti's Internal Audit (IA) division provides independent assessments of the company's governance, risk management and internal control environment for key stakeholders including the Board of Directors, senior management and Citi’s numerous regulators globally. IA is a change agent within Citi to enhance the control culture of Citigroup worldwide and...
-
Quality Assurance
hace 6 meses
Bogota, Colombia Typescouts A tiempo completo**Position**: Quality Assurance Specialist **Working Hours**: Monday - Friday, 9 am - 5 pm EST - working in North American company **Salary**: $1400 - $2000 USD / month Please submit your resume in English. **About the Company**: **We offer two main products**: a member data platform, and a web and e-commerce platform. Our member platform is the world's...
-
Quality Assurance Coach
hace 6 meses
Bogota, Colombia Nuvei A tiempo completo**Quality Assurance Coach** - Bogota, Colombia_ The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow. WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable...
-
Quality Assurance Coach
hace 5 meses
Bogota, Colombia Nuvei A tiempo completo**Job Type**: Full time Reports To: Supervisor, Quality Assurance Location: Location / Hybrid The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow. WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the...
-
Quality Assurance Analyst
hace 6 meses
Bogota, Colombia IntouchCX A tiempo completoAbout IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...
-
Quality Assurance Analyst
hace 5 meses
Bogota, Colombia Symphonic Distribution A tiempo completo**Quality Assurance Analyst** **About the company //** Symphonic Distribution is a 100% independent music distribution and marketing company headquartered in downtown Tampa, FL and with offices in Brooklyn, Nashville, Denver, and Bogota, Colombia. We focus on distributing, promoting, and developing great independent music from artists, record labels, and...
-
Quality Assurance Tester
hace 6 meses
Bogota, Colombia Soft Dev Team A tiempo completoWe are seeking a talented QA Tester to join our team! If you are passionate about software quality, have experience in both automated and manual testing, and possess excellent English language skills, then this position is perfect for you! **Requirements**: - Minimum of 3 years of proven experience in quality assurance, both in automated and manual...
-
Country Clinical Quality Manager Colombia
hace 5 meses
Bogota, Colombia MSD A tiempo completo**The Country Clinical Quality Manager** oversees all Clinical Quality Management activities in the respective country/cluster with the objective to delivered and sustained patient safety and high-quality data in compliance with company requirements and regulations. The role requires the ability to properly implement local/global processes/procedures, to...
-
English Speaking Quality Assurance Analyst
hace 6 meses
Bogota, Colombia Besedo Colombia A tiempo completoAre you looking to develop in the company and keep learning? Do you want to contribute to the company´s growth? Are you interested on fashion and have a high attention to details? If you have said yes to this questions, then check out this opportunity! As an English Speaking Quality Assurance Analyst your task is to make sure our clients succees by...
-
Quality Assurance Team Lead
hace 5 meses
Bogota, Colombia IntouchCX A tiempo completo**About IntouchCX** **About the Job** We’re changing the way people think about customer service, and we need your help! We’re looking for a Quality Assurance Team Lead to be responsible for recording, reviewing and evaluating production objectives and performance standards. Working with the Quality Team, this role involves ensuring we are in...
-
Quality Assurance Team Lead
hace 6 meses
Bogota, Colombia IntouchCX A tiempo completoAbout IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...
-
Quality Assurance Tester/analyst
hace 5 meses
Bogota, Colombia Staffcare A tiempo completoTitle**:Senior Quality Assurance Tester/Analyst** Location**:Bogota, Colombia** Duration**:1+ Years** **Job Title: Senior Quality Assurance Tester/Analyst** **About the Company**:As part of our ongoing growth and development, we are seeking a highly skilled and experienced Senior Quality Assurance Tester/Analyst to join our team for a critical...
-
Training Manager
hace 6 meses
Bogota, Colombia Full Potential Solutions A tiempo completoOverview: **Full Potential Solutions (FPS)** is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology...
-
Quality Assurance Specialist Ii
hace 6 meses
Bogota, Colombia Anthology, Inc. A tiempo completoQuality Assurance Specialist Bogota, Colombia *ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED* The Opportunity: Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators...
-
Quality Assurance Clerk
hace 5 meses
Bogota, Colombia Amentum A tiempo completoTHIS POSITION ONLY APPLIES FOR COLOMBIAN NATIONALS - Technical degree or certification in a quality-related field (e.g., quality control, inspection technology) or a related technical field (Industrial Engineering, Logistics Administration, Supply Chain Management, Business Administration, etc.) - Minimum of 1 year of experience in a quality assurance role...
-
Quality Assurance Engineer
hace 6 meses
Bogota, Colombia Capgemini Engineering A tiempo completo**Quality Assurance Engineer**: **Hybrid position: Bogota, Colombia - Quality Assurance Engineer**: Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine...
-
Quality Assurance Engineer
hace 6 meses
Bogota, Colombia Capgemini Engineering A tiempo completo**Quality Assurance Engineer**: **Hybrid position: Bogota, Colombia - Quality Assurance Engineer**: Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine...
-
Community Manager
hace 5 meses
Bogota, Colombia Innovative and quality team A tiempo completoInnovative and quality team Nos encontramos en búsqueda de nuestro próximo Community Manager El objetivo del cargo es actuar como nexo y canal de comunicación efectivo entre la comunidad de seguidores y la marca, a partir de la construcción de relaciones de confianza basadas en la naturaleza de la marca, que posibiliten el crecimiento de la comunidad y...