Quality and Training Supervisor Bilingual — Santiago, Santiago

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JOB TITLE: Quality & Training SupervisorLOCATION: TC SantiagoWorking Model: On site GENERAL DESCRIPTION OR PURPOSE OF JOB: The Quality & Training Supervisor's role is crucial in ensuring the deployment, implementation, and support of the Customer Care quality & training management system. This includes monitoring results, identifying training needs, and collaborating with preventive and corrective actions (CAPA) to contribute to customer satisfaction and compliance with quality standards. The specialist supports all activities related to the department and company, ensuring that all quality & training standards are met. Their main responsibility is to ensure compliance with company quality & training standards, while also monitoring key performance metrics to improve overall customer satisfaction. RESPONSIBILITIES / ESSENTIAL FUNCTIONS: Monitor assigned areas to maintain the workflow to ensure customer service/satisfaction quality assurance.Technical Quality Assurance.Create and review the training outline to ensure customer care employees are meeting expectations based on identified training needs during QMTrack key quality assurance metrics while monitoring indicators of each area to form action plans to improve strategies.Spearhead motivational activities to improve post-call survey results.Monitor the calls from a technical standpoint, collecting, analyzing, and visualizing call center data for insights.SPECIFIC TASKS:Actively engage in team meetings to analyze customer service trends, provide insights on agent review feedback, and strategize the implementation of quality & training management initiatives.Drive customer satisfaction initiatives by enhancing product quality and optimizing workflow through comprehensive audits.Work with trainers, QA auditors and the leadership team to create and execute training programs to increase performance and customer satisfaction.Ensure the execution of new hire training program according to the defined outline and expectations. Manage various aspects of payroll, including overtime, absenteeism, tardiness, incentives, permits, and disabilities.• Maintain meticulous attendance records and compile daily absence and presence reports for each shift.• Maintain a skill matrix with a flexibility rate of over 85% to ensure effective resource allocation and task delegation.• Keep the quality & training manual updated with the latest procedures and protocols.• Create and coordinate on-demand training sessions for staff to ensure adherence to quality parameters.• Gather pertinent data to populate the quality log and conduct thorough analysis for actionable insights.• Utilize call center data analysis techniques, adhering to Jostens Standards, to predict customer trends and identify areas for improvement.• Provide constructive feedback to employees, highlighting improvement areas and trends for development.• Conduct regular call monitoring and sampling, with agents categorizing calls as per queue requirements, utili

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Santiago, Santiago