Teams 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.