Training & Quality Assurance Supervisor

Location: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.
Schedule: Morning shift (6:00 AM – 3:00 PM, with flexibility in earlier and later shifts if needed)

About the Role

We are seeking a results-driven Training and Quality Assurance Supervisor to lead and strengthen our Training and QA teams. This role is critical in driving performance, improving processes, and ensuring consistent service quality across operations.

The ideal candidate will combine leadership, analytics, and coaching skills to create effective feedback loops between training and quality functions, ensuring continuous improvement and alignment with client expectations.

Key Responsibilities

• Lead, coach, and develop Trainers and Quality Analysts
• Oversee quality monitoring, audits, and performance evaluations
• Design and enhance training programs, QA scorecards, and evaluation frameworks
• Analyze performance data and generate actionable insights
• Conduct calibrations to ensure consistency and alignment
• Collaborate with Operations, HR, and clients on performance expectations
• Manage staffing, scheduling, and resource allocation
• Drive onboarding excellence and continuous learning initiatives

Requirements

• Experience in a leadership role (Supervisor, Team Lead, or equivalent)
• Call center experience (Training, QA, or Operations)
• Strong background in training and/or quality assurance
• Analytical and data-driven mindset
• Strong communication and coaching skills
• Intermediate PC and MS Office skills
• English level: B2–C1 or higher

Preferred Qualifications

• Experience in instructional design or data analytics
• QA, Training, or Leadership certifications
• Knowledge of call monitoring systems or QA tools

What We Offer

• Opportunity to lead and shape training and quality strategies
• Career growth and development opportunities
• Collaborative and performance-driven environment

All qualified applicants will be evaluated based on their experience, skills, and competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any characteristic protected by applicable law.

REDIAL BPO will never request any type of payment during the recruitment process, including applications, interviews, or job placement. If you are asked for payment by anyone claiming to represent REDIAL BPO, please consider it fraudulent and report it immediately.