Snr Manager Training & Quality

Job Title:

Job Description

• Own and execute the regional Training & Quality strategy, ensuring consistency while allowing for market-specific customization across locations, languages and LOBs.
• Translate client expectations, contractual SLAs, and regulatory requirements into standardized T&Q frameworks
• Establish and govern regional quality standards, calibration models, and learning principles aligned with business outcomes
• Develop dashboards for Directors and above, with learning effectiveness, quality performance and capability maturity.
• Lead, coach, and develop local training managers and quality managers across all sites
• Performance expectations alignment translated into realistic actionable and measured activities
• Clear articulation of ROI for key strategic activities deployment
• Track, align, standardize and report on Speed to Proficiency practices
• Responsible for maintaining a succession and capability plan for Training and Quality leadership roles
• Drive accountability through structured performance reviews, action plans and leadership coaching
• This role will collaborate very closely with delivery and leadership
• Align training and quality initiatives with operational priorities
• Anticipate performance risks and proactively deploy mitigation strategies
• Educate and conduct root-cause analysis of performance gaps
• Talent readiness and skill sufficiency
• Impact of training and quality interventions on KPIs
• Have clear understanding and effective relationship building in a multi-cultural environment
• Ensure training and quality frameworks as linguistically accurate, culturally appropriate, and performance-relevant across all supported languages
• Govern language specific quality nuances, including tone, interpersonal skills, regulatory phrasing and user expectations.
• Ensure calibration consistency across languages while respecting market-specific communication norms.
• Oversee end-to-end training lifecycle
• Define and track learning effectiveness metrics
• Leverage Data, Analytics and continuous improvement to identify systemic gaps
• Collaborate with all operational roles for successful identification of Customer Journey friction points
• Implement and follow-up on improvement recommendations culture at each location

Location:

Language Requirements:

Time Type:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents