Quality & Training Supervisor

About the role

The Quality & Training Supervisor ensures the effective deployment, implementation and support of the Customer Care quality and training management system. This role monitors performance, identifies training needs and collaborates on corrective actions to drive customer satisfaction and compliance with quality standards.

Key responsibilities

• Monitor workflow and technical quality assurance across assigned areas to maintain high customer service standards.
• Create, review and update training outlines to address identified needs and ensure agents meet performance expectations.
• Track key quality assurance metrics, analyse call‑center data and develop action plans to improve strategies and post‑call survey results.
• Lead motivational initiatives and provide feedback to agents based on call monitoring and performance trends.
• Participate in team meetings to discuss service trends, agent feedback and quality‑training initiatives.
• Coordinate new‑hire training programs and on‑demand sessions, keeping manuals and procedures up to date.
• Manage payroll‑related aspects such as overtime, absenteeism, incentives and maintain accurate attendance records.
• Maintain a skill matrix with a flexibility rate above 85 % to optimise resource allocation.

Required profile

• Proven experience in call‑center quality assurance or training supervision.
• Strong analytical mindset with the ability to interpret data and drive improvement actions.
• Excellent communication skills and the capacity to work collaboratively with trainers, QA auditors and leadership teams.
• Familiarity with CAPA processes and compliance standards.
• Detail‑oriented, organised and capable of handling payroll and attendance administration.

Required skills

• Call center data analysis
• Quality assurance metrics tracking
• CAPA process knowledge