Quality Assurance & Training Director (SDQ)

Position Summary:

This position focuses on building a robust quality assurance department to ensure compliance with internal policies and client requirements while designing and implementing effective training programs to optimize employee performance and enhance productivity. the Quality Assurance & Training Director will play a critical role in fostering a culture of continuous improvement and excellence in service delivery.

Responsibilities:

• Build and structure the quality assurance department to optimize resource allocation, ensuring high-quality management standards across the organization.
• Develop, implement, and oversee training programs tailored to reduce ramp-up time, meet performance KPIs, and elevate quality standards for both employees and clients.
• Conduct skills gap analyses and performance reviews to identify departmental, team, and individual training needs.
• Manage call monitoring analysis processes, review findings, and present insights to executive leadership with proposed action plans for compliance and performance enhancement.
• Collaborate with client senior management to communicate quality processes and their impact on business, ensuring transparency and alignment with client expectations.
• Design and maintain strategic reports and databases to track quality audits, training effectiveness, and workforce development initiatives.
• Develop innovative training methodologies, including e-learning, workshops, and mentorship programs, while evaluating the effectiveness of learning initiatives.
• Conduct compliance audits across all levels of the organization, ensuring adherence to established policies and quality benchmarks.
• Utilize technology and data analytics to monitor performance and drive improvements in both QA processes and training outcomes.
• Train, mentor, and recruit quality assurance and training staff, establishing performance to enhance team capabilities.
• Maintain strong communication channels to provide updates on quality performance and training results, fostering collaborative relationships.
• Continuously assess and refine training programs and QA processes to align with evolving business needs and industry trends.

Required Skills/Abilities:

• Outstanding communication, interpersonal, and leadership skills (oral and written).
• Proven expertise in quality assurance and training methodologies, with experience in the BPO industry.
• Proficient in data analytics, G-suite applications, Learning Management Systems (LMS), and project management tools.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Knowledge of CRM and QA management systems, including familiarity with NPS and CSAT methodologies.
• Ability to coach and develop personnel to achieve both individual and organizational goals.
• Emotional intelligence and strong time management skills for effective team management.
   

Education and Experience:

• Bachelor's Degree in Business Administration, Human Resources, Organizational Psychology, or a related field; a Master’s Degree is preferred but not required.
• 8+ years of experience in Quality Assurance, Auditing, Compliance, or Training Management, preferably within the BPO sector.
• C1 level, Advanced English proficiency is required.
   

  Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people we have in-house clinical psychologists.