MCS Puerto Rico
General Description
Responsible for driving operational excellence and supporting the maintenance of high service quality standards within the call center environment. Focuses on quality assurance oversight, operational monitoring, and driving continuous improvements to enhance the customer experience. Acts as a liaison between the Human Resources Academies, service operations leadership, and the Quality team, ensuring consistent alignment and integration of training and quality assurance processes.
Essential Functions
Identify learning and development opportunities to improve customer service representative performance and service quality.
Monitor and analyze call center performance metrics and quality assurance data to identify operational gaps and opportunities for improvement.
Develop, review, and update training insights and recommendations based on performance trends and quality results for the call center team.
Organize, coordinate, and conduct training sessions, reinforcement programs, and skill refresher courses designed for the call center team.
Provide regular insights and updates to service operations leadership and stakeholders to support data‑driven decision‑making.
Prepare detailed reports, dashboards, and presentations highlighting key operational performance indicators, quality outcomes, and improvement recommendations.
Collaborate with operational leaders, Human Resource teams, and the Quality department to align training initiatives and reinforcement sessions with business objectives.
Assist in the integration and onboarding of new customer service representatives by facilitating their smooth transition into operational workflows.
Facilitate cross‑functional collaboration between departments to support consistent application of quality and operational standards.
Promote a culture of continuous improvement focused on enhancing customer satisfaction and operational performance.
Must comply fully and consistently with all company policies and procedures, local and federal laws, and the regulations applicable to our industry, to maintain appropriate business and employment practices.
May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
Minimum Qualifications Education and Experience (Bachelor’s Degree)
– Bachelor’s Degree in Business Administration, Public Health, or related fields. At least two (2) years of experience in call center operations supporting operational performance improvements and quality assurance initiatives, and experience in designing and delivering effective training programs in a customer service or call center environment.
Education and Experience (Associate’s Degree)
– Associate’s Degree. At least four (4) years of experience in call center operations supporting operational performance improvements and quality assurance initiatives, and experience in designing and delivering effective training programs in a customer service or call center environment.
“Proven experience may be replaced by previously established requirements.”
Certifications / Licenses: N/A
Other: Knowledge of workforce management and quality assurance processes. Strong understanding of call center technologies, metrics, and best practices.
Languages Spanish – Advanced (comprehensive, writing and verbal)
English – Intermediate (comprehensive, writing and verbal)
Equal Opportunity Statement Somos un patrono con igualdad de oportunidad en el empleo y tomamos Acción Afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimento.
Seniority Level Entry level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Insurance
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Essential Functions
Identify learning and development opportunities to improve customer service representative performance and service quality.
Monitor and analyze call center performance metrics and quality assurance data to identify operational gaps and opportunities for improvement.
Develop, review, and update training insights and recommendations based on performance trends and quality results for the call center team.
Organize, coordinate, and conduct training sessions, reinforcement programs, and skill refresher courses designed for the call center team.
Provide regular insights and updates to service operations leadership and stakeholders to support data‑driven decision‑making.
Prepare detailed reports, dashboards, and presentations highlighting key operational performance indicators, quality outcomes, and improvement recommendations.
Collaborate with operational leaders, Human Resource teams, and the Quality department to align training initiatives and reinforcement sessions with business objectives.
Assist in the integration and onboarding of new customer service representatives by facilitating their smooth transition into operational workflows.
Facilitate cross‑functional collaboration between departments to support consistent application of quality and operational standards.
Promote a culture of continuous improvement focused on enhancing customer satisfaction and operational performance.
Must comply fully and consistently with all company policies and procedures, local and federal laws, and the regulations applicable to our industry, to maintain appropriate business and employment practices.
May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
Minimum Qualifications Education and Experience (Bachelor’s Degree)
– Bachelor’s Degree in Business Administration, Public Health, or related fields. At least two (2) years of experience in call center operations supporting operational performance improvements and quality assurance initiatives, and experience in designing and delivering effective training programs in a customer service or call center environment.
Education and Experience (Associate’s Degree)
– Associate’s Degree. At least four (4) years of experience in call center operations supporting operational performance improvements and quality assurance initiatives, and experience in designing and delivering effective training programs in a customer service or call center environment.
“Proven experience may be replaced by previously established requirements.”
Certifications / Licenses: N/A
Other: Knowledge of workforce management and quality assurance processes. Strong understanding of call center technologies, metrics, and best practices.
Languages Spanish – Advanced (comprehensive, writing and verbal)
English – Intermediate (comprehensive, writing and verbal)
Equal Opportunity Statement Somos un patrono con igualdad de oportunidad en el empleo y tomamos Acción Afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimento.
Seniority Level Entry level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Insurance
#J-18808-Ljbffr