Team Leader

Fusion CX is hiring a Team Leader to lead training execution, quality governance, and performance readiness for a premium e-commerce support program. This work-from-office (WFO) role is ideal for professionals with strong training leadership experience, cross-functional coordination skills, and a structured approach to capability building and quality compliance.

About the Role

As a Team Leader Training & Quality Governance, you will manage a team of trainers and oversee end-to-end training delivery, nesting governance, and quality enablement. The role focuses on training effectiveness, operational readiness, stakeholder coordination, and continuous improvement to ensure teams meet defined throughput, quality, and compliance standards.

Key Responsibilities

• Lead and manage a team of trainers supporting a premium customer support program
• Plan, design, and deliver end-to-end training programs aligned with operational requirements
• Prepare and update training materials, presentations, and reference documentation
• Conduct Training Needs Analysis (TNA) in coordination with multiple lines of business
• Generate training, throughput, and performance reports for internal and client stakeholders
• Provide floor support during training, nesting, and transition phases as per process needs
• Govern nesting compliance and ensure readiness benchmarks are met
• Drive BQM programs and quality governance activities linked to training outcomes
• Conduct feedback sessions and refresher trainings based on performance gaps
• Maintain defined throughput targets and training productivity benchmarks
• Lead Train-the-Trainer (TTT) programs and act as a subject matter resource for trainers
• Coordinate with Operations, Quality, and other stakeholders to resolve training-related issues
• Conduct regular meetings with different LOBs to address concerns and implement action plans
• Responsibilities may evolve based on business requirements.

Job Requirements:

Education

Graduation from a recognized university

Experience & Skills

• Prior experience leading trainers or training teams in a contact center or CX environment
• Strong written, verbal, and presentation skills
• Proficiency in MS Office tools, including Word, Excel, PowerPoint, and Visio
• Experience in designing training content and facilitating classroom and floor-based learning
• Strong coordination and stakeholder management skills across operations and quality teams
• Ability to manage multiple priorities and deliver under defined timelines
• Data-driven mindset with experience in reporting and performance tracking
• Close attention to quality, compliance, and training governance standards