Training & QA 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. You will help us transform our current training processes into the next level.

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 implement new training and QA processes, and SOPs to improve the area.
• 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)
• 10+ years of experience in Contact Center Training management
• 4+ 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