For our office in Valencia
Job Purpose:
The Quality & Training Manager will be responsible for leading, coordinating, and overseeing the comprehensive quality management and training strategy across operations. The main objective is to ensure that Quality Specialists and Trainer Specialists work in full alignment to guarantee SLA compliance, elevate customer service standards, and drive a continuous cycle of learning and operational improvement.
Main Responsibilities
- Team Leadership: Direct, coordinate, and develop Quality Specialists and Trainer Specialists directly, ensuring a unified and effective working methodology.
- Quality & Training Strategy: Define interaction evaluation frameworks, procedural manuals, as well as onboarding and ongoing training programs for the operational workforce.
- Quality-Training Synergy: Analyze diagnostics and deviations identified by Quality Specialists to transform them—in collaboration with Trainer Specialists—into tailored retraining plans and educational content.
- KPIs & Metrics Analysis: Monitor key performance indicators (CSAT, NPS,



FCR, AHT, critical errors, and SLA compliance) to evaluate the impact of training sessions and service quality.
- Calibration & Stakeholder Management: Lead periodic calibration sessions among Quality, Training, Operations, and the end client to standardize evaluation criteria.
- CAPA Design & Implementation: Design and drive Corrective and Preventive Action Plans (CAPA / PICA) to address recurring issues or operational bottlenecks.
- Executive Reporting: Prepare and present periodic reports on quality levels, training effectiveness, and agent progress to leadership and internal/external stakeholders.
- Regulatory Compliance: Ensure that training programs and monitoring processes comply with security, confidentiality, privacy, and data protection standards (GDPR).

Essential Requirements
- Experience:
- Minimum of 3 to 5 years in Quality and/or Training departments within Contact Center / BPO

📌 Quality and Traning Manager (Valencia)
🏢 CSC Digital
📍 Valencia