Sr. Manager, Training and Quality
Core
Leads strategic alignment of Training & Quality across multiple programs to support client-specific business goals and KPIs.
Role type
Senior Manager, Training & Quality
Builds
Training strategies, quality frameworks, and performance improvement initiatives for client programs
Domain
Business Process Outsourcing (BPO) / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Strategic planning, KPI management, team leadership, governance, executive reporting, quality calibration, coaching framework design
Preferred skills
Client presentation skills, QBR/MBR facilitation, cross-functional partnership
Responsibilities
Develop and execute Training & Quality strategy across lines of business; Drive achievement of client KPIs, quality scores, and compliance; Manage and develop Managers, Supervisors, Trainers, and Quality Leaders; Lead governance reviews and performance improvement initiatives; Provide executive-level reporting on performance trends and learning effectiveness; Ensure consistency in quality standards and training delivery; Support client presentations, audits, and strategic initiatives
