At Totum Talent, we are currently seeking a Operation Lead for a company dedicated to providing legal services.
OBJECTIVE:
Design and optimize performance and capability systems that ensure clear, consistent, and high-quality execution across the organization through structured onboarding, standardized processes, best practices, and continuous training, driving operational efficiency and business results.
RESPONSABILITIES:
- Lead QA function, ensuring consistent execution and leveraging insights to improve training, scripts, and processes.
- Identify performance gaps (skills, processes, execution) and partner with leaders to implement solutions.
- Continuously refine training, playbooks, and processes based on feedback and performance data.
- Design and implement structured onboarding and role-based training programs.
- Centralize and maintain standardized, up-to-date training materials and SOPs.
- Optimize conversion performance by standardizing call flows, scripts, objection handling, and coaching teams.
- Oversee QA evaluations and deliver actionable individual and team feedback.
- Collaborate cross-functionally (People, Process, IT) to align systems, tools, and performance standards.
- Extend enablement frameworks across roles to ensure consistency and scalability.
