Senior Manager - Quality, Training, and Process Excellence

Job Description

Lead Quality & Operational Excellence : Develop frameworks to analyze support data and translate insights into actionable strategies that enhance the customer/seller experience. Define and execute a long-term strategy for quality assurance (QA) and operational excellence within support teams. Design Transformative Training Programs : Create a forward-thinking training strategy that anticipates evolving business needs, technology integration, and changing customer expectations. Equip support teams with the skills necessary to deliver exceptional service in a faster and hassle-free manner. Lead Change Management & Technology Integration : Spearhead the adoption of emerging technologies and changing customer needs within support teams to improve operational efficiency, enhance decision-making, and personalize interactions at scale and drive successful change management initiatives. Key Success Metrics : Increased customer and seller satisfaction (e.g., CeS, NPS). Enhanced operational efficiency (e.g., reduced handling time, higher automation in support processes). Successful implementation of new technologies, driving innovation and process optimization in training and quality specifically. What you will need 3 to 5 years of experience in Quality, Training & Process Excellence Proven leadership experience in customer/seller support, process optimization, and quality assurance Strong understanding of AI technologies, particularly Gen AI, and their applications in customer service Experience in logistics, Tier 2 consulting firms or consumer durable industries preferred Strong problem-solving skills, with a focus on root cause analysis and continuous improvement