Quality and Traning Manager

Job Purpose: The Quality & Training Manager will be responsible for leading, coordinating, and overseeing the comprehensive quality management and training strategy across operations. The main objective is to ensure that Quality Specialists and Trainer Specialists work in full alignment to guarantee SLA compliance, elevate customer service standards, and drive a continuous cycle of learning and operational improvement.

Main Responsibilities:

• Team Leadership: Direct, coordinate, and develop Quality Specialists and Trainer Specialists directly, ensuring a unified and effective working methodology.
• Quality & Training Strategy: Define interaction evaluation frameworks, procedural manuals, as well as onboarding and ongoing training programs for the operational workforce.
• Quality-Training Synergy: Analyze diagnostics and deviations identified by Quality Specialists to transform them—in collaboration with Trainer Specialists—into tailored retraining plans and educational content.
• KPIs & Metrics Analysis: Monitor key performance indicators (CSAT, NPS, FCR, AHT, critical errors, and SLA compliance) to evaluate the impact of training sessions and service quality.
• Calibration & Stakeholder Management: Lead periodic calibration sessions among Quality, Training, Operations, and the end client to standardize evaluation criteria.
• CAPA Design & Implementation: Design and drive Corrective and Preventive Action Plans (CAPA / PICA) to address recurring issues or operational bottlenecks.
• Executive Reporting: Prepare and present periodic reports on quality levels, training effectiveness, and agent progress to leadership and internal/external stakeholders.
• Regulatory Compliance: Ensure that training programs and monitoring processes comply with security, confidentiality, privacy, and data protection standards (GDPR).

Essential Requirements:

• Experience:

  • Minimum of 3 to 5 years in Quality and/or Training departments within Contact Center / BPO / CX environments.
  • At least 2 years directly managing teams of specialists (Quality Specialists / Trainers).

• Education: University Degree or Higher Vocational Education / Advanced Professional Training.

• Languages:

  • Excellent English skills (spoken and written).
  • Proficiency in other European languages (French, German, or Italian).

• Technical Skills:

  • Advanced experience with quality monitoring, CRM, and ticketing tools.
  • Advanced proficiency in Excel/Spreadsheets and data analysis tools (Power BI, Tableau, etc.).

Desirable Requirements (Plusses)

• Previous experience in customer service operations within the automotive, tech, or connected services sectors.

Key Competencies

• Leadership & People Management: Ability to engage and motivate two key departments (Quality & Training) toward a shared objective.
• Analytical & Diagnostic Mindset: Skill in connecting quality metrics with actual training needs.
• Strategic Communication & Influence: Ability to negotiate criteria, provide structured feedback, and present results to senior management.
• Customer Centricity: Passion for making a positive impact on the end-user experience.
• Organization & Project Management: Capability to structure priorities and maintain accuracy in high-demand environments.

What We Offer

• Contract: Full-time permanent contract.
• Professional Development: Continuous training and growth opportunities within a multinational environment.
• Work Environment: A dynamic, multicultural, and innovative atmosphere at our Valencia offices.

This selection process is open to all qualified candidates, guaranteeing equal opportunity and non-discrimination.