Bilingual Training and QA Coordinator – Call Center

About the company

At Call Center En Konecta, we are looking for talent that inspires, trains, and ensures excellence within our team. If you have a passion for teaching, quality analysis, and move fluently in a bilingual environment, we want to meet you! Join us as a Bilingual Training & QA Coordinator and lead the growth and quality of our Call Center operations.

Your tasks

• Lead and Coordinate: Design, plan, and deliver training programs for new hires and active teams.
• Quality Assurance (QA): Monitor, evaluate, and calibrate agent interactions to ensure compliance with quality standards and client regulations.
• Feedback & Coaching: Provide timely and constructive feedback based on audits to improve individual and team performance.
• Analysis and Strategy: Design continuous improvement plans and action plans for low-performing agents based on key metrics (quality and performance KPIs).
• Content Development: Create and update training materials, manuals, and evaluations in English and Spanish.
• Reporting: Prepare and present progress reports, training effectiveness, and quality results to management and clients.

Requirements

What do you need to apply? (Requirements)

• Languages: English B2+ (capable of maintaining business conversations and writing reports in English).
• Experience: Minimum of 2 years in Training, Quality (QA), or Coordination roles within Call Center / BPO environments.
• Education: Desirable incomplete or completed bachelor's degree in Pedagogy, Psychology, Communication, or related fields.
• Key Skills:
• Excellent assertive communication, empathy, and facilitation skills.
• Leadership capacity, group management, and conflict resolution.
• Analytical thinking to interpret quality metrics and KPIs.
• Proficiency in quality tools (recording systems, spreadsheets) and virtual learning platforms.

-Requirements-

• Minimum education: Higher education - Bachelor's degree
• 2 years of experience

What we offer

• Competitive Salary (to be agreed upon based on experience)
• Statutory Benefits from day one (IMSS, Infonavit, vacations, aguinaldo).
• Work Modality: On-site at Toreo Parque Central, working Monday to Friday with weekend availability.

How to apply

Ready to take the next step in your career? Apply directly through this posting on Pandapé by attaching your updated CV in English and Spanish.