Jobs at Centro CDX

Develops and governs total rewards programs, including compensation structures, job evaluations, salary benchmarking, benefits, recognition, promotion criteria, and retention initiatives. Partners with Finance and Talent Management on budgeting, workforce analytics, organizational structure, compliance, and ROI assessment. Ensures pay equity, market competitiveness, policy consistency, and compliant offers while using data to improve employee experience and organizational stability.

Leads and develops Quality Analysts in a BPO/contact center environment. Oversees voice and non-voice quality monitoring, evaluation accuracy, SLA compliance, scoring calibration, client governance, and regulatory adherence. Analyzes quality results and operational KPIs to identify root causes and recommend improvements. Partners with Operations leaders on coaching plans, supports performance improvement initiatives, and represents QA in calibration meetings, account launches, transitions, and client audits.

Manage employee complaints via ticketing system, investigate escalations and whistleblowing, conduct exit interviews, implement corrective actions, coordinate engagement and process improvement initiatives, resolve interdepartmental conflicts, manage satisfaction surveys, and maintain internal communications and employee handbook.

Manage end-to-end recruitment for BPO roles (voice, non-voice, support). Source candidates, coordinate hiring activities, manage candidate experience, and communicate with stakeholders to ensure timely hiring of qualified talent.

Provides first-level IT support by diagnosing and resolving incidents, fulfilling service requests, documenting actions, escalating complex issues, and tracking tickets through completion. Communicates technical guidance clearly to users, delivers professional customer service, manages competing priorities, and works rotational shifts in a 24/7 support operation.

Support the Total Rewards team by sourcing and onboarding vendor partnerships, creating communication materials, maintaining org charts and job description library, and triaging the Total Rewards inbox to answer employee queries.

Build and maintain reliable cloud-based ETL and ELT pipelines using SQL, Python, Dagster, dbt, and AWS. Model data into business-ready datasets, implement testing and observability, troubleshoot pipeline failures, and deploy containerized solutions. Integrate GenAI capabilities using LLMs, AWS Bedrock, and LangChain. Collaborate with data scientists and stakeholders to support analytics, machine learning, and GenAI products.

Support development and testing of AI/ML models by preparing data, training and evaluating models, researching Generative AI and LLMs, collaborating with cross-functional teams, and documenting experiments.