• Lead the daily operations of the Training and Quality Assurance team. • Develop, implement, and maintain training programs for new hires and existing staff. • Design and update training materials, job aids, and instructional resources. • Conduct instructor-led, virtual, and self-paced training programs. • Establish quality standards and performance evaluation methodologies. • Monitor customer interactions across multiple communication channels to ensure compliance and service quality. • Conduct calibration sessions with operational leadership and quality teams. • Analyze quality trends and identify opportunities for coaching and performance improvement. • Prepare quality assurance reports, dashboards, and performance analyses. • Develop corrective action plans and continuous improvement initiatives. • Coordinate with operational leadership to identify training needs and performance gaps. • Perform additional duties as assigned

• Assist the Program Manager with day-to-day oversight of contact center operations, including facilitating 24/7 operations and staffing • Support recruiting, security processing, onboarding, and coordination activities for Customer Service Representatives (CSRs). • Monitor operational performance, productivity, and quality assurance metrics. • Support quality control (QC) activities and audits • Coordinate schedules, staffing support, reporting, and workflow management activities. • Assist with managing remote employees, including aspects of performance management • Ensure effective communication between management, staff, subcontractors, and government stakeholders. • Assist with maintaining program documentation, reports, and operational procedures. • Anticipate operational bottlenecks and design creative, strategic solutions to mitigate program risks before they impact service delivery. • Identify and escalate operational issues and support implementation of corrective actions. Lead continuous improvement initiatives. • Support training coordination and workforce engagement activities. Develop learning pathways and objectives to support professional development. • Participate in risk management activities. Ensure controls and mitigations are complete, documented, and consistently applied • Perform other duties as assigned

• Retener a los clientes mediante descuentos, promociones, ofreciéndoles amplificadores gratis y asi evitar que el cliente se de la baja de su servicio hogar • Horario FULL TIME A ELEGIR: -Lunes a Domingo en el horario de 9Am a 6Pm, 10Am a 7pm, 11Am a 8pm -Descanso rotativo una vez por semana

• Respond to inbound and outbound inquiries via multiple communication channels • Use multiple web-based applications for investigation and verification • Answer customer questions • Cure & rehabilitate customer accounts in arrears • Communicate the appropriate course of action to clients in a kind and professional manner • Build customer confidence in the services offered by the company • Complete follow-up calls on non-responsive accounts • Work as a team to achieve group and individual goals