Sr. Manager, Training & Quality

The Role

Training & Quality (T&Q)

Essential Job Elements:

• Strategic Leadership:

  Manage delivery of Training & Quality for global clients, ensuring alignment with strategic goals and operational excellence.

• Client-Centric Solutions:

  Customize SLA/SLO metrics and reporting processes to meet diverse client expectations seamlessly. Hold discussions with clients on Training and Quality as a Service offering.

• Process Excellence:

  Strengthen frameworks for training and quality management, ensuring continuous improvement and enhanced delivery performance. Drive Lean/Six Sigma initiatives, mentor Green Belt/Yellow Belt projects, and lead detailed process improvement studies.

• Innovation & Learning:

  Champion tech-enabled learning solutions and drive adoption of modern training methodologies. Translate business drivers into agile learning interventions.

• Performance Management:

  Develop and manage performance dashboards and metrics tailored to client requirements. Ensure consistent achievement of internal and external quality benchmarks.

• Team & Stakeholder Management:

  Lead cross-functional teams across geographies, fostering collaboration and driving standardized practices across locations.

• Compliance & Governance:

  Ensure process control, audit readiness, and compliance with multiple regulatory frameworks. Lead governance and performance reviews for T&Q-driven areas.

Profile and Experience:

• Industry Expertise:

  11+ years of experience in Training & Quality within the contact center industry, with exposure to domains like e-commerce, retail, banking, fintech, and trust & safety.

• Client Engagement:

  Exceptional communication, negotiation, and conflict resolution skills with a strong client-facing orientation.

• Process & Compliance Knowledge:

  Deep understanding of process frameworks and audit protocols across global standards.

• Tech & Tools Proficiency:

  Advanced skills in MS Office (Excel, PowerPoint) and experience in deploying automation and innovative learning technologies.

• Analytical Acumen:

  Strong data analysis capabilities with a knack for simplifying complex processes and driving actionable insights.

• Certifications:

  Six Sigma Black Belt preferred; strong foundation in Lean and Six Sigma methodologies.

• Performance Track Record:

  Proven success in enhancing quality, efficiency, and service level performance across large-scale operations.

• Education:

  MBA or Postgraduate degree preferred.