Quality & Training Supervisor
On-siteSantiago de los Caballeros, Santiago Province, Dominican Republic
Santiago de los Caballeros, Santiago Province, Dominican RepublicOn-siteFull TimeMid LevelLicense Or Certification
Full TimeMid LevelLicense Or Certification
Job Summary
Oversees quality and training initiatives for customer care, monitors QA metrics, develops training programs to improve performance and customer satisfaction, conducts audits, analyzes call data, and collaborates with QA auditors and leadership to ensure compliance with quality standards and CAPA actions.
Required Qualifications
- +2 years’ experience in Contact Center
- Excellent attention to detail
- Advanced in English
- Effective verbal communication
- Strong analytical and problem-solving skills
- Clear and logical thinker
- Self-motivated, results-oriented, and very well organized
- Ability to work overtime and weekends, as needed
- MO package
- Data Analytics
- Supervisor experience
- Have an educational background or recognized certifications in communications, quality management, or related fields
- Have report writing, data visualization, and presentation skills
- Knowledge and experience tracking key customer service QA metrics
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