.To build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter.You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico.Xplead leads by example, abiding to Nubank's values and culture, as well as putting our Leadership principles into practice.ContextIn 1 year and a half we have almost tripled the number of customers (4.5 MM) and with the launch of Cuenta Nu in May 2023 we forecast to accelerate customer growth in the coming quarters. This is only the beginning of our journey in Mexico and we still have many challenges with new product launches and also the outsourcing increment that is currently at 30% and we expect by the end of next year to be above 80%. With this we have a big challenge and we are upgrading our structure to support the launch of new products and also to be an operation more focused on the customer journey and responsible for maintaining the same levels of quality while significantly increasing the % of outsourcing.About the roleThis position will be responsible for Internal Management, Training Management and Quality / Hsat Management.Internal ManagementEnsuring the development, engagement and performance of the internal customer service team.Create a safe and positive environment.Create opportunities for team members to learn from each other.Responsible for managing the Internal Team efficiency, quality and customer satisfaction indicators.Identify performance improvement and create action plans. (KPIs)Identify opportunities for improvement of Squad processes and tools that may impact the performance of Internal Team.Preparation of management reports on the performance of Internal Team.Developing the team and creating a promotion pipeline.Training ManagementManage knowledge strategically by capturing and improving access to knowledge in this way positively impacting the results.Planning the monthly training schedule.Systematic continuous improvement of the onboarding and postgraduate structure (training +30, +60, +90) of BPOs and Xpeers.Result management of training strategies with impact on operation indicators.Creation and review of content for onboarding and refreshes.Creation and curation of training content.Training adherence control.Ensure the necessary training for product launches.Quality / Hsat ManagementProvide the best customer experience through the results of satisfaction and quality.Monitoring of attendances.Analysis of "Poor Service - Score 1" and run feedback loop of HSAT.Maintenance of the Quality Policy.Calibration of BPOs and Internal Team.Management of weduka flows, macros and cards that impact the operation's quality score and HSAT.Quality and HSAT focal point for BPOs and Internal Team.Preparation of management reports on Quality and Hsat metrics