Spanish Training & Quality Lead

About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

The Spanish Training & Quality Lead's role is to oversee the development and performance of our Spanish-speaking operations team. This position is responsible for designing and implementing training programs and quality assurance frameworks to ensure exceptional service delivery, adherence to project metrics, and continuous improvement within the team.

Responsibilities:

• Develop, implement, and manage comprehensive training programs for new and existing Spanish-speaking agents.
• Design and execute quality assurance strategies, including call monitoring, evaluation, and feedback sessions.
• Analyze performance data and quality metrics to identify trends, gaps, and opportunities for team improvement.
• Collaborate with operations management to align training and quality initiatives with business objectives and client requirements.

Qualifications:

• Minimum of 1 year of experience directly leading both Training and Quality Assurance functions within a contact center or BPO environment.
• Excellent command of the English language, with excellent verbal and written skills.
• Native or professional proficiency in Spanish is required.
• Ability to multi-task, organize, and prioritize work in a dynamic, target-driven environment.