Qureos Mentor

IntouchCX

IntouchCX is a leader in customer experience management, providing innovative solutions across various industries. With a focus on digital engagement, AI, and automation, the company partners with well-known brands to enhance their customer interactions. IntouchCX emphasizes a data-driven approach tailored to each brand's needs, aiming for long-term growth and optimization of customer experience. The company has over 20 years of experience and is committed to building trusted relationships and empowering its workforce to drive positive change.

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 Training, Quality, and Compliance Manager provides strategic leadership across assigned accounts and programs, ensuring excellence in service delivery.
 
This pivotal role is responsible for the end-to-end design and execution of comprehensive development programs, while establishing robust quality frameworks, high-impact performance improvement initiatives, and ensuring compliance with all organizational policies, client requirements, and regulatory standards, fostering a culture of integrity through strong leadership and seamless cross-functional partnership.
 
As Training, Quality, and Compliance Manager, You Will…
 
<ul>
<li>Lead the Training, Quality, and Compliance functions across assigned accounts/programs.</li>
<li>Design and execute onboarding, refresher, upskilling, and leadership development programs.</li>
<li>Drive quality frameworks, calibrations, audits, and performance improvement initiatives.</li>
<li>Monitor client KPIs such as CSAT, QA, Productivity, AHT, FCR, and Compliance adherence.</li>
<li>Build strong reporting dashboards and provide actionable business insights.</li>
<li>Ensure full alignment with internal policies, client requirements, and regulatory standards.</li>
<li>Lead and develop a team of trainers, QA specialists, and compliance staff.</li>
<li>Partner with Operations, HR, WFM, and Clients to improve overall account performance.</li>
<li>Own governance routines, including business reviews, RCA plans, and continuous improvement projects.</li>
</ul>
As Training, Quality, and Compliance Manager, You Need…
 
<ul>
<li>Extensive leadership experience in Training, Quality Assurance, or Compliance management within the BPO/CX industry.</li>
<li>Expertise in people leadership and managing diverse stakeholder relationships.</li>
<li>Advanced analytical capabilities and compelling presentation skills.</li>
<li>Demonstrated success in overseeing multi-account or multi-program environments.</li>
<li>Strong verbal and written English communication proficiency.</li>
<li>Certifications or professional experience in Six Sigma, Lean, or COPC methodologies.</li>
</ul>

Training, QA & Compliance 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
 The Training Facilitator (French/English Bilingual) 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 a Training Facilitator (French/English Bilingual), 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>Develop and administer knowledge assessment testing</li>
<li>Assist with Quality Assurance 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>International travel is required</li>
</ul>
As a Training Facilitator (French/English Bilingual), You Have…
 
<ul>
<li>Must be bilingual in both English and French, written and verbal. Language proficiency will be a key competency to be successful in this role</li>
<li>A University and/or College Degree / diploma</li>
<li>100% open availability & ability to work over 40 hrs/week as needed</li>
<li>Knowledge of adult learning principles and the ability to implement these principles into a training curriculum</li>
<li>Experience conducting training needs analyses for internal and external partners</li>
<li>2+ years previous contact center experience preferred and a minimum of 3 years of experience delivering classroom training</li>
<li>Experience in customer service training</li>
<li>Knowledge of existing and emerging training methods, tools and techniques</li>
<li>Strong verbal and written communication skills, including presentation skills</li>
<li>Excellent attention to detail with good time management skills</li>
</ul>

Training Facilitator (French/English Bilingual)

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 Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.
 
As Senior Operations Manager, You Will…
 
<ul>
<li>Ensure proper planning, staffing, and direction of operational functions</li>
<li>Review team performance daily to ensure optimal production is reached</li>
<li>Ensure proficient training and staff development is achieved across all teams</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Analyze reports and program data, highlighting Key Performance Indicators (KPIs)</li>
<li>Create action plans for continuous improvement</li>
<li>Ensure Service Level Agreements are met with optimum quality & service</li>
<li>Authorize and coordinate staffing schedule changes</li>
<li>Participate in partner calls and meetings</li>
</ul>
As Senior Operations Manager, You Have…
 
<ul>
<li>5 to 7 years of management experience in the call center industry</li>
<li>A post-secondary diploma or degree with a major in Business</li>
<li>Client relationship management experience</li>
<li>Experience with managing budgets and understanding statistics</li>
<li>Experience maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills, both verbal and written</li>
<li>Above average organizational and time management skills</li>
<li>Ability to work under tight deadlines</li>
<li>Ability to implement change and innovation</li>
<li>Ability to communicate with various positions and departments</li>
</ul>

Senior Operations Manager

<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
 
 
 
 Are you looking for an exciting new challenge? IntouchCX is looking for you!
 
 
 As one of the world&rsquo;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&rsquo;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&hellip;
 
 
 <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&hellip;
 
 
 <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 &amp; 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>
</div>

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
 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>

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 Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
As Director of Operations, You Will…
 <ul>
<li>Drive “best practices” in all areas of responsibility</li>
<li>Ensure proper planning, staffing, training and development is achieved across all teams</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Create action plans for continuous growth and improvement, business development and client satisfaction</li>
<li>Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service</li>
<li>Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes</li>
<li>Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture</li>
<li>Motivate and inspire teams, while building trusting relationships throughout the organization</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations</li>
<li>Maintain close auditing cadence through reporting, observations and personal contact</li>
<li>Work directly with Operations Workforce Optimization teams to deliver client staffing requirements</li>
</ul>
As Director of Operations, You Have…
 <ul>
<li>Post-secondary diploma or degree with a major in Business</li>
<li>7 - 9 years of experience in contact center leadership, including managing cross-functional teams</li>
<li>5 years of relevant experience in client relationship management</li>
<li>Experience in analyzing/influencing profit & loss statements and performing cost analysis</li>
<li>Experience with maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments</li>
<li>Excellent organizational and time management skills with the ability to work under tight deadlines</li>
<li>The ability and motivation to meet program and internal business KPIs</li>
<li>The ability to implement change and innovation throughout teams</li>
</ul>

Director of Operations

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 an Assistant Manager, Human Resources Operations who will execute employment strategies and actions while meeting the business needs and compliance for all legal requirements.
 
As an Assistant Manager of HR Operations, You Will…
 
<ul>
<li>Research, implement and administer all company benefit plans</li>
<li>Lead a team of 4-5 employees</li>
<li>Responsible for executing all Human Resources Operations processes as per the agreed service level agreements with a high level quality in all deliverables</li>
<li>Maintain in-depth knowledge of statutory requirements related to HR, reducing risks and ensuring regulatory compliance all times</li>
<li>Develop and maintain Human Resources (HR) systems that meet HRMS personnel information needs</li>
<li>Prepare onboarding email templates for the employees</li>
<li>Stay up-to-date with innovative and creative ways of onboarding new employees</li>
<li>Strive for continuous improvements and work excellence on HR operational matters</li>
<li>Work closely with relevant key business leaders in building together a cost-efficient business operating culture for the organization and team</li>
<li>Oversee HR databases and internal software</li>
<li>Consult with line management providing HR guidance when appropriate</li>
<li>Analyze and monitor HR performance metrics and KPIs</li>
<li>Prepare periodic reports for management, as necessary and timely manner</li>
<li>Carry out tasks as assigned by the HR Senior Manager/Director</li>
</ul>
As an Assistant Manager of HR Operations, You Have…
 
<ul>
<li>3-4 years of relevant experience as an Onboarding Specialist or a similar role in the Human Resources Department</li>
<li>Strong experience working with Applicant Tracking Systems and Employee Onboarding Software</li>
<li>Good understanding of general Human Resources policies and procedures</li>
<li>Strong knowledge of various employment/labor laws</li>
<li>Ability to maintain sensitive and confidential information</li>
<li>Excellent verbal and written communication skills</li>
<li>Ability to manage and handle multiple tasks</li>
<li>Exceptional attention to detail</li>
<li>Must be able to identify and resolve problems in a timely manner</li>
<li>Strong decision-making skills</li>
</ul>

Assistant Manager, HR Operations

Join IntouchCX and explore 7   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.

IntouchCX

About Company

Training, QA & Compliance Manager

Training Facilitator (French/English Bilingual)

Senior Operations Manager

Training Lead

Training Lead

Director of Operations

Assistant Manager, HR Operations