Senior Manager - Training & Quality

Senior Manager – Training & Quality

Job Purpose Lead the design, implementation, and refinement of training and quality assurance frameworks to ensure consistent service delivery, compliance, and capability development across customer-facing teams. Drive continuous improvement, embed customer-centricity, and foster a high-performance culture aligned with company values.

Key Accountabilities

• Translate business needs into effective training and QA initiatives.
• Develop and monitor QA standards, formats, and training programs.
• Define KPIs, conduct Training Needs Analysis, and prepare QA training plans.
• Provide feedback, mentor teams, and ensure career progression.
• Collaborate with operations to build data-driven measurement and reward systems.
• Monitor customer experience metrics, recommend improvements, and address vendor concerns.
• Present quality reports and oversee QA/trainer performance reviews.

Skills Required

• Strong communication skills
• Problem-solving and troubleshooting
• Collaboration across teams
• QA methodologies expertise
• Facilitation and training delivery
• Coaching and questioning techniques

Key Performance Indicators

• Call evaluation completion
• Agent performance improvement
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)

Key Interfaces

• Internal: Work with operations and managers to achieve KPIs and align initiatives.
• External: Partner with vendors to create action plans, deliver training, and meet quality targets.

Education & Experience

• Bachelor’s degree and QA certification (mandatory)