About the Role:
We are looking for a Hybrid Quality & Training Specialist to join Amalga’s Multi-Channel BPO Operations team. This is not a coordinator role; it is a builder role designed for a results-oriented leader who thrives in ambiguity and takes complete ownership of their outcomes.
You will be responsible for building our QA and Training functions from zero, designing and launching both the quality assurance and learning infrastructure for a 30–45 FTE blended BPO operation spanning BFSI, Tech, Legal, Back Office, and Sales campaigns.
Your core mission is to establish a closed-loop system where data-driven insights from Quality directly feed into what Training fixes. This is a highly autonomous, hands-on position where you will personally evaluate agent performance, deliver impactful coaching, and create structured learning materials from scratch with no pre-existing templates. You will bridge the gap between day-to-day operational execution and client confidence by presenting professional quality dashboards, running alignment calibrations, and measuring tangible impact.
This role is ideal for an analytical self-starter who connects data to action, partners effectively across teams without needing formal authority, and wants the high-visibility challenge of building a foundational company function from the ground up to drive measurable month-over-month quality improvements.
Responsibilities:
● Quality Assurance Infrastructure
- Design objective and defensible QA scorecards and evaluation frameworks across multiple channels (voice, chat, email) based on unique business rules.
- Personally conduct 8–12 agent evaluations per week, performing deep-dive root cause analysis to isolate gaps in knowledge, speed, process, or tools.
- Lead internal and client-facing calibration sessions confidently to maintain a 90%+ inter-rater reliability standard and defend evaluations.
- Generate comprehensive weekly QA reports and client dashboards to effectively communicate performance trends to leadership and stakeholders.
● Training Design & Delivery
- Design, develop, and deliver comprehensive onboarding, nesting, and role-specific training curricula tailored to varied client campaigns.
- Build an organized documentation library by creating Standard Operating Procedures (SOPs), clear job aids, and specialized training materials.
- Execute targeted refresher training sessions and personalized 1-on-1 coaching that directly addresses the top gaps identified through QA data.
- Measure and track training effectiveness objectively by evaluating pre/post intervention scores, nesting performance, and recovery rates.
● Continuous Improvement Loop
- Analyze QA findings weekly to isolate the top 3 performance gaps and design targeted training interventions to address them by the end of each week.
- Track all trained cohorts and verify execution by measuring a target 10%+ quality score lift post-intervention.
- Conduct monthly trend reviews to isolate long-term training impact, identify successful performance recovery, and accurately forecast future operational improvements.
Requirements:
- 3–5+ years of progressive experience in BPO, contact center, or shared services operations.
- 2+ years of direct experience in Quality Assurance, including score evaluation, calibration, and structural framework design.
- 1–2+ years of hands-on experience in Training curriculum design or instructional delivery.
- Proven multi-channel experience evaluating performance across voice, chat, and email platforms simultaneously.
- Proficiency with specialized QA platforms (e.g., NICE QC, Zendesk, Calabrio, Aspect) and CRM or ticketing systems (e.g., Salesforce, ServiceNow).
- Strong analytical capabilities with advanced comfort interpreting spreadsheets (Excel/Google Sheets), tracking performance data, and applying root cause logic.
- Native or near-native English writing and verbal communication ability to craft human, professional content and present confidently to U.S. clients and leadership.
Preferred:
- Experience managing QA and training loops across diverse industries like legal operations, financial services, tech, or specialized nearshore staffing.
- Familiarity with Learning Management Systems (LMS) such as Cornerstone, SAP SuccessFactors, or Docebo.
- Basic knowledge of data analytics tools and querying languages (e.g., SQL).
Sueldo: $28,000.00 - $30,000.00 al mes
Beneficios:
- Días por enfermedad
- Estacionamiento de la empresa
- Estacionamiento gratuito
- Programa de referidos
- Vacaciones adicionales o permisos con goce de sueldo
Lugar de trabajo: Empleo presencial
