Quality and Training Supervisor

🚀 We’re hiring: Quality & Training Supervisor

Are you passionate about developing teams, driving quality excellence, and creating impactful learning experiences? Join us as our next Quality & Training Supervisor and help shape performance, engagement, and operational success.

📌 Key Responsibilities

👥 Team Leadership & Performance

• Lead daily execution and workload management for Training and Quality teams

• Monitor deliverables, priorities, and business objectives

• Conduct follow-ups and ensure accountability across the team

• Escalate risks and performance concerns proactively

📈 Coaching & Team Development

• Conduct regular one-on-ones and support development plans

• Facilitate team meetings and performance conversations

• Drive engagement, ownership, and professional growth

• Identify skill gaps and implement improvement actions

🎓 Training Excellence

• Oversee onboarding, refreshers, upskilling initiatives, and nesting support

• Ensure training content remains updated and aligned with client expectations

• Track learner readiness, certifications, and performance outcomes

• Partner with Operations to address development opportunities

✅ Quality Management

• Lead quality initiatives, calibrations, audits, and improvement plans

• Analyze trends, performance drivers, and customer experience opportunities

• Ensure consistency across evaluations and coaching actions

🤝 Client & Stakeholder Management

• Participate in client meetings, business reviews, and performance updates

• Present insights, action plans, and improvement initiatives

• Collaborate closely with Operations, HR, WFM, Recruitment, and support teams

📊 Reporting & Continuous Improvement

• Manage reports, dashboards, and performance tracking

• Recommend process improvements and maintain documentation standards

• Drive initiatives that improve productivity, quality, and client satisfaction

🎯 Requirements

Must have:

✔ B2–C1 English level

✔ Minimum 1 year of experience as a Training Supervisor or Quality Supervisor

✔ Client-facing experience

✨ Preferred:

• Experience in BPO / Contact Center environments

• Team leadership experience

• Strong analytical and stakeholder management skills

• Knowledge of LMS, QA tools, coaching platforms, and reporting dashboards

📍 Modality: Hybrid (up to 2 days WFH per week based on planning)

🕘 Schedule: Monday to Friday | 8:00 a.m. – 5:00 p.m.

If you're ready to lead development, quality, and business impact — we’d love to meet you!