Training & Quality Senior Manager

Key Responsibilities:

Training & Development

• Lead the design and implementation of training programs (new hire, upskilling, and refresher).
• Conduct Training Needs Analysis (TNA) to identify performance gaps.
• Develop learning roadmaps aligned with business objectives.
• Evaluate training effectiveness and measure business impact.
• Introduce innovative learning methods (e-learning, simulations, blended learning).

Quality Management

• Oversee the Quality Monitoring framework across operations.
• Define and update quality standards, policies, and calibration processes.
• Analyze quality insights to identify root causes and improvement areas.
• Partner with Operations and L&D teams to implement corrective actions.
• Drive a culture of continuous improvement and accountability.

Leadership & Strategy

• Manage and develop a team of Trainers, Quality Analysts, and Team Leaders.
• Set and monitor team KPIs and performance objectives.
• Collaborate cross-functionally with Operations, HR, and Client Success teams.
• Report quality and training metrics to senior management.
• Optimize resources, tools, and systems to enhance efficiency.