Sr. Manager, Training & Quality

The Role

We are seeking a dynamic and experienced professional to lead the Training & Quality (T&Q) function for our premium global clientele. This strategic role demands a visionary leader who can drive excellence through standardization, innovation, and adoption of industry best practices. The ideal candidate will spearhead the transformation of T&Q into a value-added service offering, aligning closely with business objectives and client expectations.

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 customer service in domains like e-commerce, retail, banking, travel, hospitality, etc.
• 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.