Hq platinum nace como una división de human quality enfocada en el servicio de headhunting, creada para conectar personal de altos niveles en posiciones específicas solicitadas por nuestros clientes.
learning & development lead
(cx training | performance enablement | capability building)
position summary
the learning & development lead for client & partner support is responsible for designing, delivering, and measuring training programs that elevate service quality, performance consistency, and customer lifetime value.
this role ensures that every representative — across support, displaced, white label, and live receptionist — is equipped with the mindset, skills, and product mastery required to drive retention, revenue through experience, and operational excellence.
core goals
* build a scalable, structured training framework aligned with cx standards.
* increase client retention and lifetime value through skill-based performance improvement.
* strengthen leadership capabilities across supervisors and future leaders.
* drive measurable improvement in ces, recovery rates, revenue through service, and operational consistency.
* embed a culture of continuous learning, accountability, and growth.
key responsibilities (universal)
* design and maintain onboarding and advanced training programs for client & partner support teams.
* identify training needs through performance data (ces, recovery rate, revenue, qa scores, churn data).
* build training materials (slides, facilitator guides, worksheets, simulations, roleplays).
* facilitate live sessions (virtual and in-person) including cx excellence, product mastery, and leadership development.
* partner with hr to upload, track, and measure completion within the lms.
* develop reinforcement systems (coaching guides, calibration tools, job aids, sop references).
* create measurable post-training evaluation of metrics tied to business outcomes.
* continuously refine content based on feedback, voc, performance metrics, and strategic direction.
area-specific focus
* cx excellence & selling through service
* build programs that strengthen active listening, discovery, empathy, objection handling, and value-based communication.
* drive mastery of lama methodology and consultative service principles.
* embed recovery psychology and de-escalation frameworks.
product knowledge & positioning
* develop product mastery modules for virtual office, live receptionist, virtual phone, coworking, white label.
* translate complex operational processes into simple, practical scripts and frameworks.
* ensure representatives can explain the benefits clearly and confidently.
leadership development program (ldp)
* design and facilitate structured leadership modules for supervisors and high-potential team members.
* strengthen coaching, feedback mastery, and performance accountability skills.
* support succession planning and internal growth.
operational & performance training
* develop refreshers on compliance standards, billing workflows, cancellation policies, and partner operations.
* support onboarding standardization across departments.
* align sop training with measurable performance expectations.