Training And Quality Manager

Há 7 horas

São Paulo, Brasil BR - W JB Tempo inteiro

The Manager I, Training & Quality will oversee the training and quality operations for our B2B division, focusing on enhancing performance and ensuring the delivery of top-tier service on our social media platform. What You Will Do: Lead and manage a team of training and quality specialists, with at least 5 direct reports, ensuring they meet individual and team goals. Develop, implement, and refine training programs aimed at improving the skill levels of team members in handling B2B interactions. Collaborate with cross-functional teams to align training initiatives with business goals, particularly in supporting sales campaigns. Monitor and evaluate the quality of customer interactions, providing feedback and strategies for improvement. Analyze training and quality metrics to drive data-informed decisions and optimize processes. Serve as a liaison between the B2B team and other departments to ensure consistent quality standards. Stay informed on industry trends and incorporate new practices to enhance training and quality outcomes. What You Have: Proficiency in both English and Portuguese; fluency in Spanish is desirable. Proven experience managing at least 5 direct reports in a dynamic environment. Previous experience in handling sales campaigns within a B2B context. Strong background in Business Process Outsourcing (BPO), ideally within a social media or digital platform environment. Excellent leadership, communication, and analytical skills. Ability to work in a fast-paced, ever-changing environment and manage multiple priorities.

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