JOB TITLE: Quality & Training Supervisor LOCATION: TC Santiago GENERAL DESCRIPTION OR PURPOSE OF JOB The Quality & Training Supervisor's role is crucial in ensuring the deployment, implementation, and support of the Customer Care quality & training management system. This includes monitoring results, identifying training needs, and collaborating with preventive and corrective actions (CAPA) to contribute to customer satisfaction and compliance with quality standards. The specialist supports all activities related to the department and company, ensuring that all quality & training standards are met. Their main responsibility is to ensure compliance with company quality & training standards, while also monitoring key performance metrics to improve overall customer satisfaction. RESPONSIBILITIES / ESSENTIAL FUNCTIONS Monitor assigned areas to maintain the workflow to ensure customer service/satisfaction quality assurance. Technical Quality Assurance.



Create and review the training outline to ensure customer care employees are meeting expectations based on identified training needs during QM. Spearhead motivational activities to improve post-call survey results. Monitor the calls from a technical standpoint, collecting, analyzing, and visualizing call center data for insights. SPECIFIC TASKS Actively engage in team meetings to analyze customer service trends, provide insights on agent review feedback, and strategize the implementation of quality & training management initiatives. Drive customer satisfaction initiatives by enhancing product quality and optimizing workflow through comprehensive audits. Work with trainers, QA auditors and the leadership team to create and execute training programs to increase performance and customer satisfaction. Ensure the execution of new hire training program according to the defined outline and expectations. Manage various aspects of payroll, including

📌 Quality & Training Supervisor (Santiago)
🏢 Jostens
📍 Santiago