TL - Quality & Employee Development
On-siteMexico City, Mexico City, Mexico
Job Summary
Lead a team of Quality & Employee Development Coaches in delivering quality audits, coaching, training, and performance improvement activities across operational areas. Manage daily team operations, monitor performance, and ensure quality findings are converted into practical coaching, training, and process reinforcement actions. Collaborate with Department Leaders and Continuous Improvement Partners to translate process changes into training materials, audit criteria, job aids, and reference content. Promote consistency, accountability, and continuous improvement by aligning activities with business needs and supporting employee development planning. Requires 3-5 years in QA, coaching, or operations; 1-2 years in leadership; bilingual English/Spanish proficiency; and proficiency with Microsoft Office and internal systems.
Required Qualifications
- Strong understanding of quality assurance practices, audit methodologies, and coaching principles
- Strong understanding of training delivery, employee development, and knowledge reinforcement practices
- Strong understanding of operational workflows, systems, procedures, and service expectations
- Understanding of process improvement concepts and how process changes impact training, QA, and employee performance
- Knowledge of performance management practices, team leadership, and employee development planning
- Familiarity with documentation, reference material management, and knowledge-sharing practices
- Strong leadership, coaching, and employee development skills
- Ability to lead a team and manage competing priorities
- Strong verbal and written communication skills
- Ability to translate process changes into practical training and QA materials
- Strong analytical skills with the ability to identify trends, root causes, and improvement opportunities
- Ability to partner effectively with Department Leaders, CIPs, and other stakeholders
- Strong organizational skills and attention to detail
- Ability to provide constructive feedback and manage performance concerns
- Ability to work independently while maintaining alignment with leadership direction
- Proficiency with Microsoft Office tools and relevant internal systems
- Ability to promote accountability, consistency, collaboration, and continuous improvement
- Minimum of 3-5 years of experience in quality assurance, coaching, training, employee development, operations, or a related role
- Strong bilingual ability (English/Spanish)
Desired Qualifications
- University or college degree preferred, or equivalent work experience
- Minimum of 1-2 years of leadership, supervisory, team lead, or people-management experience preferred
- Experience developing or supporting QA tools, coaching materials, training content, job aids, or reference documentation
- Experience working with operational leaders, process improvement teams, or cross-functional stakeholders preferred
- Strong record of professionalism, communication, quality, and service delivery
- Ability to work required schedules based on operational needs
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.