Operations Quality & Enablement Manager

About the Role As the Operations Quality & Enablement Manager, you will be the architect of our service quality and the primary driver of agent excellence. You will own the end‑to‑end quality framework, from designing scorecards and calibration sessions to building onboarding and continuous training for our internal teams and BPO partners. This high‑impact role sits at the intersection of Operations, Product, and Compliance, ensuring our 35‑45+ agent organization scales without losing the Félix touch. Responsibilities Audit current coverage and design a unified QA scoring framework with standardized rubrics that weight both CX outcomes and strict compliance adherence (KYC, SAR triggers, and hold procedures). Consolidate and standardize all knowledge bases, SOPs, and decision trees into a single, version‑controlled source of truth across all products and corridors. Build and deliver a structured onboarding curriculum and continuous training engine. Design targeted interventions and micro‑trainings based on QA and CX data gaps. Support BPO ramp‑ups by delivering training materials, certification criteria, and "nesting" support plans to ensure external teams meet our internal quality benchmarks. Systematically capture and elevate customer friction points to Product and Ops leadership, acting as a bridge to close the loop on product defects and UX improvements. Define and operationalize KPIs (QA score, CSAT, NPS, FCR, compliance adherence) and build dashboards in BigQuery/Retool for weekly visibility and WBRs. Evolve our QA and enablement infrastructure to support a rapidly growing team across multiple geographic corridors. Requirements 5+ years of experience in QA Management, Operational Excellence, or Enablement, preferably in a high‑growth Fintech or B2C startup. Strong analytical skills with the ability to query data using SQL (BigQuery) and build automated reporting/dashboards. Proven track record of designing training curriculums and SOPs that translate complex technical or regulatory processes into simple, actionable agent guidance. Ability to balance the "human" side of CX with the "rigid" side of Compliance and Process. Bilingual fluency in Spanish and English is mandatory, with the ability to influence cross‑functional stakeholders. A "scrappy" mindset—you are comfortable building from 0 to 1 and iterating as we scale. Equivalence in any of the above competencies also considered. What We Offer Competitive salary Initial stock options grant Annual performance bonus Health, dental, and vision plans Remote work environment, with offices in Miami and México City; hybrid model available Continuous learning opportunities Unlimited PTO Paid parental leave Empowering opportunities for growth in a dynamic entrepreneurial environment Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination. #J-18808-Ljbffr Félix