Training and Quality Manager BPO

Quality & Training Manager | On-Site San SalvadorPosition OverviewIntelogix is looking for a seasoned Quality & Training Manager to build and lead our Quality and Training function in El Salvador. This is not a maintenance role. You will structure the department from the ground up: frameworks, processes, calibration models, training curricula and career paths, while working hand in hand with an established operations and recruiting team supporting multiple US client accounts.We are looking for someone who has done this before. Proven, multi-year experience leading Quality and Training in a BPO environment is a hard requirement.Key ResponsibilitiesDepartment design: Build the Quality and Training structure for the site: team design, roles, workflows, tools and reporting cadenceQuality framework: Implement and own the QA framework across all accounts: monitoring forms, scoring models, calibration sessions with clients and internal stakeholders, and dispute processesTraining lifecycle: Own new hire training end to end, from curriculum design and trainer development to nesting, certification and throughput accountabilityContinuous improvement: Analyze quality and performance data to identify root causes, design targeted coaching and refresher programs, and reduce early attrition and quality-driven escalationsClient management: Represent Quality and Training in client calibrations and business reviews; translate client standards into actionable internal processesLeadership collaboration: Partner with Operations, Workforce Management and Talent Acquisition to align hiring profiles, training capacity and account growthTeam development: Recruit, coach and develop QA analysts and trainers as the function scalesRequirements5+ years of experience in Quality and/or Training within the BPO / contact center industry, with at least 3 years in a managerial roleDemonstrated experience building or restructuring a Quality or Training department, not just running an existing oneDeep command of QA methodologies: calibration, transactional monitoring, COPC or similar frameworks a strong plusInstructional design experience: curriculum development, adult learning principles, train-the-trainer programsAdvanced English (B2+/C1), spoken and written; this role interfaces directly with US clientsStrong data skills: Excel, quality dashboards, root cause analysisAble to work fully on-site in San SalvadorSchedule flexibility to support multiple accounts and time zonesWhat we offerHighly competitive salary, above market for this rolePrivate medical insuranceFull autonomy to build the department with direct backing from site leadershipLaw benefits from day one (ISSS, AFP, vacations, aguinaldo)A seat at the leadership table of a growing operation