Training and Quality Deputy Director

Invex is looking for an experienced Training and Quality Deputy Director with expertise in Customer metrics to oversee our Call Center operation. A successful Deputy Director of Training & Quality Assurance will ensure that every Customer Service Agent is fully prepared to deliver exceptional service through world-class onboarding, continuous development, effective coaching, and robust quality assurance programs, resulting in improved customer satisfaction, employee performance, compliance adherence, and operational excellence.

Objectives of this role

• Develop and execute the Contact Center Training and Quality Assurance strategy aligned with business objectives.
• Develop annual training plans, learning roadmaps, and capability-building strategies for customer service teams.
• Create and maintain governance frameworks, standards, and policies for training and quality programs.
• Partner with Operations, Product, Compliance, Risk, Technology, and Human Resources teams to ensure training content remains accurate and up to date.
• Oversee training programs related to operational procedures, workflows, systems, and technologies utilized by Contact Center agents.

Responsibilities

• Lead the design, implementation, and continuous improvement of onboarding programs for all new Customer Service Agents.
• Ensure comprehensive delivery of Product training, Customer centricity skills, Operational processes, Banking systems and tools, and compliance requirements.
• Monitor nesting and transition-to-production performance of new hires.
• Establish readiness criteria and certification processes for Contact Center Agents prior to deployment into operations.
• Ensure timely deployment of training related to process changes, system enhancements, policy updates, and regulatory requirements.
• Create mechanisms to measure training effectiveness and knowledge retention.
• Design and implement continuous improvement training programs for existing agents and supervisors.
• Identify knowledge and performance gaps through quality reviews, operational metrics, customer feedback, and root-cause analysis.
• Develop targeted learning interventions to improve service quality and operational performance.
• Establish career development and upskilling pathways for customer service personnel.
• Lead the Contact Center Quality Assurance function to ensure consistency, fairness, and effectiveness in evaluation programs.
• Define quality standards, calibration methodologies, and scorecard frameworks aligned with customer experience and business objectives.
• Monitor service interactions across voice, digital, and other applicable channels.
• Implement quality monitoring methodologies that provide meaningful insights to leadership.
• Ensure timely and effective feedback delivery to agents and supervisors.
• Establish coaching frameworks that support measurable improvement in performance.
• Collaborate with Operations leaders to improve agent performance through structured action plans.

Skills and qualifications

• Bachelor's degree in administrative careers (Desirable)
• 6+ years of experience in Contact Center Training management
• 6+ years of experience in Quality Assurance Managemet
• Strong understanding of customer service and customer success
• Clear verbal and written communication skills in English and Spanish
• Familiarity with management techniques
• Ability to meet and exceed customer needs
• Interpersonal skills
• Problem-solving skills
• Ability to maintain customer confidentiality
• Ability to work collaboratively
• Advanced Excel and MS Office skills
• Experience with Genesys and Avaya

We offer:

• Gross base salary of $90,000 MXN
• Legal benefits
• Direct contract with the Bank

Additional benefits after 3 months:

• 30 days of Christmas bonus
• Major Medical Expense Insurance
• Annual performance bonus (Up to 3 months based on results)
• Savings Fund (Investment)
• Life insurance
• Company vehicle