CX Supervisor (Quality & Training) in Pet's Table

About Pet’s Table

Pet’s Table is a Mexican company offering fresh and personalized dog food through a subscription model. Our mission is to improve the quality of life for dogs in Mexico by providing high-quality food prepared by Mexicans for Mexican (and expats, of course) dogs, with us working every day to be the leading dog nutrition brand in Mexico, serving millions of households with products that make a real difference in the lives of dogs.

The Opportunity

As the Quality Assurance, Training, and Processes Supervisor, you will play a crucial role in ensuring the highest standards of performance and customer satisfaction within our customer experience (CX) and sales teams. You will be responsible for overseeing quality assurance cycles, designing and delivering training programs, and optimizing operational processes. By focusing on continuous improvement, you will enhance the effectiveness and efficiency of our sales and customer support representatives.

This role is ideal for candidates with 2-3 years of experience in quality assurance, training, and process optimization, particularly within CX or call center environments. Your expertise will ensure our teams consistently deliver exceptional service and achieve performance goals.

1. Quality Assurance

Develop and implement QA frameworks to evaluate the performance of CX and sales representatives.

Conduct regular call audits, providing detailed feedback and actionable insights to improve service quality.

Monitor key quality metrics and prepare reports to identify trends and areas for improvement.

2. Training and Development

Design and deliver training programs for new hires and ongoing skill enhancement for existing team members.

Create training materials, including manuals, guides, and interactive resources, tailored to different learning styles.

Conduct regular training sessions and workshops to address knowledge gaps and reinforce best practices.

3. Process Optimization

Analyze existing workflows and identify opportunities for process improvement within CX and sales operations.

Collaborate with stakeholders to implement streamlined and efficient processes.

Develop and document standard operating procedures (SOPs) to ensure consistency and compliance.

4. Capability Building

Foster a culture of continuous learning and development, encouraging team members to reach their full potential.

Identify and address skill gaps through targeted training and coaching programs.

Support team leads in developing performance improvement plans and career development initiatives.

Quality-Focused: You have a strong background in quality assurance, with a keen eye for detail and a commitment to excellence.

Training Expert: You are experienced in designing and delivering effective training programs for CX and sales teams.

Process Improver: You excel at analyzing workflows and implementing improvements to drive efficiency and effectiveness.

Empathetic Leader: You build strong relationships with team members and inspire them to achieve their best.

Analytical Thinker: You can interpret data and use insights to inform decisions and enhance performance.

Organized and Proactive: You manage multiple priorities with ease and take initiative to drive continuous improvement.

CX Operations: Understanding of customer experience best practices and KPIs.

Call Center Knowledge: Familiarity with call center environments, tools, and metrics.

Data Analysis: Proficiency in tools like Excel, Google Sheets, or similar for analyzing performance data.

Coaching Skills: Experience in one-on-one coaching to improve individual performance.

Process Documentation: Ability to create clear and comprehensive SOPs and training materials.

Growth Opportunity: A chance to play a key role in enhancing operational efficiency and scalability within a rapidly growing company.

Innovative Environment: Work in a dynamic, fast-paced company that values creativity and innovation.

Supportive Culture: A collaborative team dedicated to your professional growth and success.

Hands-On Learning: Direct involvement in shaping the operational backbone of Pet’s Table.

Other Stuff: Competitive salary (within start-up bounds), grocery tickets, employee discount, monthly performance bonus.