Training & Quality Supervisor
Emploi en République Dominicaine : Opportunité de Carrière
Training & Quality Supervisor chez Acquire Intelligence
Entreprise : Acquire Intelligence
Lieu : Santo Domingo
Date de l’offre : 21 juin 2025
Acquire Intelligence, une société mondialement reconnue pour ses services d’externalisation, recherche un Training & Quality Supervisor pour intégrer son équipe dynamique. En tant que leader dans l’industrie, Acquire Intelligence se concentre sur l’innovation et la collaboration pour satisfaire les objectifs de ses clients.
Présentation du poste
Le rôle de Training & Quality Supervisor est essentiel pour garantir la satisfaction des clients et favoriser la croissance de l’organisation. Sous la responsabilité directe du Training & Quality Manager, le superviseur aura pour mission d’optimiser les opérations quotidiennes d’une équipe de formateurs et d’analystes qualité (QAs), en veillant à l’amélioration continue de la performance.
Responsabilités clés
Aperçu des missions :
- Formation :
- Développer et gérer des programmes de formation adaptés aux besoins de l’entreprise.
- Organiser des sessions de formation pour les formateurs et réaliser des bilans trimestriels.
- Assurer l’intégration efficace des nouveaux formateurs.
- Assurance Qualité :
- Superviser une équipe de QAs pour des évaluations et audits de qualité.
- Aligner les métriques QA avec les objectifs de performance interne et client.
- Analyser les tendances de qualité et formuler des recommandations pour améliorer les opérations.
- Coordination Interfonctionnelle :
- Collaborer avec les équipes Operations, RH et clients pour améliorer efficacement les initiatives.
- Participer aux réunions clients et aux évaluations de performances.
- Présenter des analyses de données sur l’efficacité des formations et des résultats qualité.
Profil recherché
Les candidats doivent répondre aux critères suivants :
- Diplôme universitaire ou équivalent.
- Minimum de trois ans d’expérience dans un rôle similaire, de préférence dans l’assurance qualité ou la formation.
- Expérience avérée dans le leadership d’équipe.
- Capacité à gérer plusieurs projets simultanément dans un environnement dynamique.
- Compétences analytiques solides et aptitude à formuler des recommandations basées sur des données.
- Maîtrise des outils bureautiques (Excel, Word, PowerPoint).
Critères de réussite
- Feedback positif des clients internes et externes.
- Amélioration significative des processus QA.
- Atteinte des indicateurs de performance clés (KPI) établis.
Valeurs de l’entreprise
Acquire Intelligence se distingue par sa culture d’entreprise, valorisant :
- Curiosité et Intellect : Poser des questions pour trouver des solutions innovantes.
- Énergie Entrepreneuriale : Agir comme un propriétaire, réfléchir comme un fondateur.
- Rapidité avec Intention : Agir rapidement pour des résultats concrets.
- Apprendre en S’Amusant : L’importance des résultats sans se prendre trop au sérieux.
Cette offre représente une excellente opportunité pour ceux et celles qui souhaitent contribuer à un environnement de travail collaboratif et dynamique, tout en développant leurs compétences professionnelles.
Salaire : À négocier selon l’expérience
Cette annonce témoigne de l’engagement d’Acquire Intelligence à favoriser la diversité et l’inclusion au sein de son équipe. Chaque candidature sera examinée sans préséance, garantissant ainsi un processus de sélection équitable.
📅 Date de publication de l’offre : Sat, 21 Jun 2025 01:17:15 GMT
🏢 Entreprise : Acquire Intelligence
📍 Lieu : República Dominicana
💼 Intitulé du poste : Training & Quality Supervisor
💶 Rémunération proposée :
📝 Description du poste : We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!POSITION DESCRIPTIONTraining & Quality Supervisor
Site: Santo DomingoReporting to: Training & Quality ManagerAcquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.A SNAPSHOT OF YOUR ROLEAs Quality Supervisor your role is vital in keeping our customers happy and contributing to our organization’s growth and success.You will oversee a team of Trainers and QAs, their daily operations and end-to-end interventions that drive the assigned campaign’s customer satisfaction and compliance.You are an expert in leading and developing a cross-functional team through regular coaching and mentoring, enabling them to be valuable contributors in promoting positive customer experience and reinforcing adherence to compliance requirements within Operations.You are expected to collaborate with Operations, Training, HR, other internal groups, and clients in developing agents to meet and exceed expected operational targets through varied means such as calibration sessions, triad coaching, up-skill training sessions, data analysis, process improvements, etc.As Training & Quality Supervisor you are responsible for ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.Ultimately, you shall ensure that your team operates efficiently and supports Operations in meeting the client performance goals. The support you provide is important to ensure consistency in performance and continuous development. Your daily tasks include, but are not limited to:Training Oversight
- Design, manage, and optimize training programs to meet evolving business needs.
- Conduct Train-the-Trainer sessions and quarterly performance check-ins with Trainers.
- Develop and maintain consultant training schedules and instructional materials.
- Liaise with internal stakeholders to identify and resolve skill or knowledge gaps.
- Facilitate onboarding for new Trainers and ensure timely goal setting and performance alignment.
- Maintain and update training tools, workbooks, and documentation.
Quality Assurance Oversight
- Lead a team of Quality Analysts (QAs) and Senior QAs in conducting evaluations, calibrations, and audits.
- Coach, mentor, and support QAs in driving operational quality and compliance standards.
- Ensure alignment of QA metrics with client and internal performance objectives.
- Analyze quality trends and provide actionable recommendations to Operations and Training.
- Conduct spot-checks and oversees quality scorecards, error escalation, and coaching frameworks.
- Collaborate with cross-functional teams to promote QA consistency across campaigns and teams.
Cross-Functional Coordination
- Partner with Operations, HR, and Client teams to drive improvement initiatives.
- Facilitate calibration sessions, triad coaching, and up-skill programs that connect training and quality.
- Contribute to development planning and participate in client-facing meetings and performance reviews.
- Consolidate and present data insights on both training effectiveness and quality outcomes.
A BIT ABOUT YOU
- Bachelor’s/College degree holder in any field or the equivalent.
- With at least three years of experience in the industry.
- Relevant experience in training & quality assurance, and customer experience and compliance for voice and/or back-office businesses.
- With at least a year of experience in leading/supervising a team.
- Able to lead a team and manage more than one campaign or line of business.
- Keen in identifying opportunities and providing fact-based analysis and actionable recommendations.
- Can positively influence a team and other cross-functional groups to drive improvement.
- Committed to meeting and exceeding internal and external client deliverables under tight deadlines.
- Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications.
- Can perform root-cause analysis and can utilize varied tools to generate relevant reports and provide sound data analysis.
- Has effective written and spoken communication skills across various audiences.
- Possesses effectual listening, coaching, and motivational skills.
- Flexible to work in varied shifts and sites.
- Adaptable to changes in the working environment and can complete multiple tasks efficiently.
- Able to work as part of a team, and when applicable, independently under minimal supervision.
- Has excellent organizational and time-management skills.
WHAT SUCCESS LOOKS LIKE
- Excellent feedback from internal and external customers and clients.
- Effective QA processes and initiatives that impact operational performance.
- Achievement of own and campaign’s KPIs
WHAT WE VALUEWe’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Curious and Clever: Smart questions spark smart solutions.
- Entrepreneurial Energy: Think like an owner. Solve like a founder.
- Fast with Intent: We move fast and deliver real results.
- Laugh and Learn: We don’t take ourselves too seriously, just our results.
We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions.Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.Join the A-Team and experience the A-Life!
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