Training & Quality Assurance Manager

ATENTO is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in more than 13 countries, and is recognized as one of the 25 best in the world, according to the Great Place to Work Ranking.

Atento is seeking an experienced and highly skilled Training and Quality Assurance Manager to lead and manage our training and quality assurance programs. The Training and Quality Assurance Manager will be responsible for designing, developing, and implementing effective training programs for new and existing employees, as well as developing and managing quality assurance policies and procedures to ensure high-quality services are provided to our clients.

Primary Responsibilities

• Develop, implement, and manage training programs for new and existing employees, including orientation, on-the-job training, and ongoing professional development.
• Assess training needs and develop training materials, manuals, and other resources to support employee development.
• Conduct training sessions, workshops, and other learning opportunities to ensure employees have the necessary skills and knowledge to perform their jobs effectively.
• Develop and implement quality assurance policies and procedures to ensure high-quality services are provided to clients.
• Monitor employee performance to identify areas for improvement and provide coaching and feedback to improve performance.
• Collaborate with other departments to ensure that training and quality assurance programs align with business objectives.
• Stay up-to-date with industry trends and best practices in training and quality assurance, and make recommendations for continuous improvement.
• Provide regular reports to senior management on the effectiveness of training and quality assurance programs.

Education

• Bachelor's Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.

Qualifications

• Bachelor's degree in a related field (such as human resources, organizational development, or business administration)
• 5+ years of experience in training and development, quality assurance, or a related field
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to work effectively with employees at all levels of the organization.
• Demonstrated ability to design, develop, and implement effective training programs.
• Knowledge of quality assurance principles and practices, with the ability to develop and implement quality assurance policies and procedures.
• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
• Proficient in Microsoft Office, including Word, Excel, and PowerPoint
• Total Quality Management, ITIL, Six Sigma or other quality affiliated training and/or certification is preferred.
• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
• Organizational, teamwork, and customer service skills.
• Effective oral and written communication skills.
• Proficiency with MS Office Products: Word, Excel, PowerPoint, Project

Atento is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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