Job Title : Bilingual Quality and Training Director - BPO Location: Dominican Republic- Vivir en República Dominicana Job Summary: We are seeking a dynamic and experienced Bilingual Quality and Training Director to oversee and lead the quality assurance and training departments within our BPO operations.
The ideal candidate will ensure the highest standards of customer service, operational efficiency, and employee development through robust quality assurance frameworks and comprehensive training programs.
Key Responsibilities: Quality Management : Develop and implement quality assurance policies, procedures, and strategies to ensure consistent service delivery across all client accounts.
Monitor and evaluate the performance of the BPO services to identify areas for improvement.
Conduct regular audits, report findings, and recommend corrective actions.
Collaborate with client stakeholders to meet and exceed their quality expectations.
Training & Development : Design and oversee training programs tailored to enhance the skills and knowledge of the employees across various functions.
Ensure the alignment of training programs with company objectives, client requirements, and industry standards.
Lead the development of both new hire and ongoing training curricula for customer service, technical support, and sales teams.
Monitor the effectiveness of training initiatives through assessments, feedback, and performance reviews.
Leadership & Team Management : Manage and mentor a team of quality assurance analysts, trainers, and supervisors.
Foster a positive and productive work environment by promoting continuous learning and development.
Ensure that all employees are equipped with the tools, knowledge, and skills to perform at their best.
Client & Stakeholder Communication : Act as the primary point of contact for quality and training-related matters with clients.
Provide regular updates and reports to senior management on the progress of quality and training initiatives.
Work closely with operational leaders to ensure consistency between training, quality, and client satisfaction.
Qualifications: Bachelors degree in Business, Education, or a related field (Master's degree preferred).
7+ years of experience in quality assurance and training within a BPO environment.
Proven track record of leadership and team management.
Strong understanding of quality frameworks such as Six Sigma or COPC.
Bilingual proficiency in English and Spanish is required.
Excellent communication, presentation, and client management skills.
