Qureos Mentor

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
The Senior Project and Change Manager will be responsible for the hands-on execution and coordination of various projects and change management initiatives. This role requires a strong focus on project execution using PMI methodologies, effective communication, and efficient resource management.
 
They will serve as a resource to the client's Partner Management PMO Team, coordinating with them to drive continuous improvement and process optimization initiatives. This manager must possess strong analytical skills, project management experience, and the ability to work effectively with different roles within the program, such as Program Operations, WorkForce Management, Training, and Quality, as well as with external departments like Finance and Human Resources, where applicable.
 
As Senior Project and Change Manager, You Will…
 
<ul>
<li>Execute and/or coordinate projects and changes that are prioritized and planned by the Partner Management PMO team.</li>
<li>Apply formal PMI (Project Management Institute) and Change Management methodologies to ensure a deep focus on overall project execution.</li>
<li>Practice effective communication with the PMO team and other stakeholders.</li>
<li>Ensure the efficient use of resources throughout the project lifecycle.</li>
<li>Support the Partner Management PMO team as they allocate projects, provide high-level plans and timelines, and manage internal communication.</li>
<li>Utilize unified Communications and Collaboration tools such as Zoom, Google Workspace, MS Teams, and similar tools.</li>
</ul>
As Senior Project and Change Manager, You Need…
 <ul>
<li>Minimum of 5 years of professional project management experience.</li>
<li>Project Management Professional (PMP) certification. (Required)</li>
<li>Change Management certification (e.g., CCMP, Prosci, or similar). (Preferred)</li>
<li>Demonstrated experience managing and coordinating complex projects and changes.</li>
<li>Proficiency with business applications such as Office 365 or Google Suite.</li>
<li>Familiarity with project management tools (e.g., JIRA, Asana, Lucidchart) and automation tools (e.g., Smartsheet).</li>
<li>Project management and execution skills, the ability to plan and execute projects—often utilizing formal methodologies (like PMP principles)—to deliver on specific goals, meet deadlines, and stay within budget.</li>
<li>Excellent change management skills.</li>
<li>Process optimization skills to analyze existing workflows and processes, identify inefficiencies, and implement improvements to increase effectiveness, quality, and speed.</li>
<li>The capacity to work effectively with teams and stakeholders from different departments or functional areas to achieve a shared objective.</li>
<li>The ability to clearly and effectively convey information, ideas, and project updates, both verbally and in writing, to diverse audiences, including senior leadership and team members.</li>
<li>The critical thinking skill required to identify the root cause of issues, develop practical solutions, and implement corrective actions under pressure.</li>
<li>Excellent data analysis skills to gather, interpret, and use quantitative and qualitative data to inform decision-making, measure project performance, and identify trends.</li>
<li>Ability to work flexible hours as required.</li>
<li>May require occasional travel.</li>
</ul>

Senior Project and Change Manager

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We are looking for a Senior Learning & Development Manager to lead a high-performing team of L&D trainers and content developers. This role will oversee the design and delivery of learning programs to build leadership and operational capabilities across the organization. The Senior L&D Manager will ensure that training solutions are strategically aligned with business goals, are engaging and innovative, and effectively drive performance outcomes.
 
As Senior Learning & Development Manager, You Will…
 
<ul>
<li>Oversee the full training lifecycle—from learning needs analysis to design, delivery, and evaluation.</li>
<li>Oversee end-to-end development, modification, and maintenance of training contents of clients as part of IntouchCX's content development/shared services offerings.</li>
<li>Manage a team of L&D professionals, including facilitators/trainers and instructional designers/content developers.</li>
<li>Collaborate with stakeholders to define performance gaps and identify learning solutions that support both leadership and frontline capability building.</li>
<li>Ensure training content is up-to-date, relevant, and aligned with the company’s values and strategic priorities.</li>
<li>Drive adoption of learning technologies and methodologies, including gamification, blended learning, and microlearning.</li>
<li>Champion a culture of continuous learning by introducing new tools, platforms, and content formats.</li>
<li>Evaluate the effectiveness of training programs using frameworks such as Kirkpatrick’s Levels of Evaluation.</li>
<li>Build and maintain strong relationships with business leaders to ensure the L&D function is delivering measurable value.</li>
<li>Design and lead train-the-trainer programs to scale instructional initiatives across multiple sites and roles.</li>
</ul>
As Senior Learning & Development Manager, You Need…
 
<ul>
<li>Post-secondary degree or equivalent is preferred.</li>
<li>At least 7 years experience in Learning & Development, with a blend of experience in training delivery and instructional design.</li>
<li>At least 3 years of experience in a leadership or managerial role within an L&D function.</li>
<li>Demonstrated expertise in learning needs analysis, curriculum design, and program facilitation.</li>
<li>Experience leading both virtual and in-person training sessions for a variety of audiences, including people managers and support teams.</li>
<li>High proficiency with authoring tools (e.g., Articulate, Captivate) and multimedia tools (e.g., Canva, Camtasia)</li>
<li>Experience working with Learning Management Systems to deploy and track training programs.</li>
<li>A deep understanding of instructional frameworks such as ADDIE, Bloom’s Taxonomy, and the Inductive Method.</li>
<li>A strategic mindset with strong project management skills and the ability to deliver results in a fast-paced environment.</li>
<li>A passion for people development, collaboration, and driving performance through learning.</li>
</ul>

Senior Learning & Development Manager

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.
 
As Operations Manager, You Will…
 
<ul>
<li>Ensure proper planning, staffing and direction of the operational functions</li>
<li>Manage and supervise teams</li>
<li>Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees</li>
<li>Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Develop customized reporting to measure and track operational statistics, data and results</li>
<li>Develop solutions to improve business performance and partner success</li>
<li>Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop and deploy incentive programs to motivate employees to achieve desired outcomes</li>
<li>Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team</li>
<li>Collaborate with other departments within the organization (HR, IT, etc) to resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
</ul>
As Operations Manager, You Have…
 
<ul>
<li>Completion of post-secondary education (a major in Business or Commerce will be considered an asset)</li>
<li>A minimum of 5 years of experience in the contact center industry</li>
<li>At least 3 years of experience in an Operations Management role overseeing front-line employees</li>
<li>Experience in client relationship management and employee development/coaching</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to successfully work across cross-functional teams</li>
<li>A positive work ethic and commitment to achieve the best possible outcomes</li>
<li>The passion to be a role model that exemplifies our 10 Things (cultural values)</li>
<li>Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Excellent communication skills; listening, verbal and written</li>
<li>Ability to assess the “big picture” and draw connections between inputs and outputs</li>
<li>Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations</li>
<li>Ability to use spreadsheet applications to maintain and develop operational and financial data reporting</li>
<li>Ability to type 30 WPM with accuracy</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred</li>
</ul>

Operations Manager

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
Are you looking for an exciting new challenge? IntouchCX is looking for you!
 
As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
 
We’re hiring a Training Lead to oversee training initiatives by providing support and supervision to our Training Facilitators and Training Support staff. Our ideal candidate is a leader with a drive to create training policies, manuals and other educational media to support our learning and development initiatives.
 
As Training Lead, You Will…
 <ul>
<li>Promote an inclusive learning environment with a focus on employee engagement and retention</li>
<li>Manage the client-partner relationship as the point of contact for the Training team</li>
<li>Provide coaching and development based on performance evaluations to direct reports</li>
<li>Analyze trainee performance and trends</li>
<li>Participate in client-partner meetings</li>
<li>Be responsible for various tasks such as business reviews, reporting obligations and project management</li>
<li>Demonstrate an understanding of HR and local labor regulations</li>
<li>Implement comprehensive professional development plans and training programs</li>
<li>Provide direction for new training and professional development initiatives</li>
<li>Uphold existing best practices of the training department, while developing and communicating new procedures</li>
<li>Read, audit and parse technical information for action and analysis</li>
</ul>
As Training Lead, You Have…
 <ul>
<li>High School diploma or equivalent (required)</li>
<li>Degree (or equivalent) in Human Resources, Instructional Design, Teaching or Organizational Development (preferred)</li>
<li>Minimum of 3+ years working in a learning and development environment</li>
<li>Curriculum development and/or graphical & informational design experience</li>
<li>Instructional design experience including production and management of e-learning content</li>
<li>Experience developing and managing training programs and measuring their impact / ROI</li>
<li>Experience in contact center management and training (preferred)</li>
<li>Excellent written and verbal communication skills</li>
<li>Conflict resolution and problem solving skills</li>
<li>Proficiency with G Suite and Microsoft Office applications</li>
<li>Ability to learn and adapt to new systems (as required by the role)</li>
<li>A resilient attitude and demonstrated adaptability</li>
<li>A deep passion for collaboration and learning</li>
<li>The ability to work both independently and in team settings within a fast-paced, entrepreneurial environment</li>
<li>Proven experience in bringing a successful and innovative approach to learning</li>
<li>Engaging communication and facilitator skills</li>
<li>A strong business acumen and ability to make principled judgment calls</li>
<li>The ability to work with advanced training tools and technology (CRMs, LMS)</li>
<li>A proven track record in leadership development and performance management</li>
<li>A background in client relationship management and front-line supervisor development</li>
<li>Availability to work graveyard, weekends and/or holidays</li>
<li>A willingness to work overtime as determined by business needs</li>
<li>The ability to travel internationally as needed</li>
</ul>

Training Lead

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.
 
Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.
 
As Training Facilitator, You Will…
 <ul>
<li>Provide training to new and existing employees</li>
<li>Develop and deliver training plans and curriculum to classes of up to 25 people</li>
<li>Develop and utilize a variety of creative teaching techniques</li>
<li>Develops and administers knowledge assessment testing</li>
<li>Assist with QA monitoring, feedback and coaching</li>
<li>Maintain up-to-date reporting on training progress, effectiveness and improvements</li>
<li>Stay informed of current client products and services</li>
<li>Interact with partners, ensuring they understand the training environment, successes and opportunities for development</li>
<li>Manage new Trainers and Training Facilitators</li>
<li>International Travel is Required</li>
</ul>
As Training Facilitator, You Have…
 
<ul>
<li>BS/BA in Education or Business Administration or equivalent work experience preferred</li>
<li>Knowledge of adult learning principles and the ability to implement these principles into a training curriculum</li>
<li>3+ years previous contact center experience preferred</li>
<li>Experience in customer service training</li>
<li>Experience in coaching and mentoring</li>
<li>Knowledge of existing and emerging training methods and tools</li>
<li>Knowledge of call center systems, ACD/IVR and performance statistics</li>
<li>Strong verbal and written communication skills, including presentation skills</li>
<li>Strong analytical and problem solving skills</li>
<li>Ability to build rapport with clients and interact with team members at various position levels</li>
<li>Ability to multitask effectively and work in a fast paced environment</li>
<li>Ability to develop employees through positive motivation</li>
<li>Ability to adapt to change and innovation</li>
<li>Ability to potentially travel</li>
<li>Skills in MS Office programs (Word, Excel and PowerPoint)</li>
<li>Valid travel documents for international travel</li>
</ul>

Training Facilitator

<div>
 
 About IntouchCX
 
 
 
 IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
 
 
 About The Job
 
 
 
 The Compliance Analyst plays a critical role evaluating, reviewing and mitigating risks and ensuring organizational practices are in-line with client contractual requirements, external regulations, as well as internal policies and procedures.
 
 
 As Compliance Analyst, You Will&hellip;
 
 
 <ul>
 <li>
 Be responsible for reviewing regulation and legislation changes affecting the company and partnering with operational stakeholders to develop mitigation strategies (i.e GDPR, TCPA etc.)
 </li>
 <li>
 Identify, evaluate, and develop plans for mitigation on necessary compliance requirements
 </li>
 <li>
 Be responsible for completing audits and monitoring adherence as required on both internal and external policies and legislation in a timely manner
 </li>
 <li>
 Work with multiple departments globally to identify, assess and mitigate operational risks as business needs change
 </li>
 <li>
 Provide insight and recommendations for process
 
 
 </li>
 </ul>
 improvements that are identified during compliance reviews
 
 
 <ul>
 <li>
 Prepare reports by collecting, analyzing, and summarizing information
 </li>
 <li>
 Assist external auditors with required documentation as needed
 </li>
 <li>
 Research regulations across various geographies, ensuring organization is apprised, and up-to-date on potential risks, and compliance
 </li>
 <li>
 Ensure other departments are kept informed of changing legislative requirements that affect operations and/or risk identification
 </li>
 <li>
 Maintain professional and technical knowledge by attending educational workshops and establishing personal networks
 </li>
 <li>
 Provide support for other compliance projects as needed
 
 
 </li>
 </ul>
 As Compliance Analyst, You Have&hellip;
 
 
 <ul>
 <li>
 3 years experience in an audit or compliance function
 </li>
 <li>
 Strong communication skills to effectively interact with diverse groups of people
 </li>
 <li>
 Advanced written abilities in order to write required reports
 </li>
 <li>
 Strong analytical, critical thinking and problem solving skills
 </li>
 <li>
 Ability to research and source information for review
 </li>
 <li>
 Superior attention to detail
 </li>
 <li>
 Excellent time and project management skills
 </li>
 <li>
 Ability to work in a fast paced and time sensitive environment
 </li>
 <li>
 Adaptable to change and innovation
 </li>
 </ul>
</div>

Compliance Analyst

Join IntouchCX and explore 6   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.