Director/Assistant Vice President - Training & Quality - BPO

Job Overview:

Training Director role is responsible for leading global training programs with expertise in training design and delivery tools. This role will be responsible for managing distributed teams across geos supporting verticals like BFSI, T&M, Edtech and retail.

Job Summary

Oversee global training strategies for diverse, cross-functional teams across time zones. Drive employee development using tools like LMS, AI platforms (e.g., Centrical, AmplifAI), and analytics for measurable outcomes

Key Responsibilities:

- Lead design, delivery, and evaluation of training programs for global teams, adapting content for cultural and regional needs.

- Manage training teams worldwide, fostering collaboration via virtual tools and ensuring compliance with international standards.

- Identify skill gaps through data analysis (e.g., CSAT, NPS, process metrics) and deploy personalized learning paths.

- Analyze market trends and client requirements to customize training frameworks, incorporating root cause analysis and quality metrics (e.g., CSAT, Gage R&R) for RFP differentiators

- Champion tech integration, including e-learning authoring (Articulate, Captivate), VR/AR simulations, and agentic AI for adaptive training.

- Budget and report on training ROI, aligning initiatives with business goals like quality improvement and root cause analysis.

- Spearhead RFP processes: Collaborate with sales and operations to craft winning proposals, defining training scopes, timelines, resource needs, and tech integrations for new business opportunities

- Lead transition management

- Oversee knowledge transfer, curriculum design and team ramp up for client transitions, minimizing downtime

- Forge and nurture relationships with clients, executives, and external partners to align training initiatives with business needs and gather feedback for continuous improvement.

Required Qualifications:

- Bachelor's in HR, Education, or Business (Master's preferred); 10+ years in training leadership, with 5+ in global roles.

- Certifications like CPTD, CPLP, CCXP, or Lean Six Sigma for process-focused training.-

- Proven experience in BPM sector across multiple business domains, including Banking, Telecom and Media and Edtech

Essential Skills:

- Strategic leadership for multicultural teams, with strong project management and stakeholder influence.

- Technical proficiency in LMS, AI learning platforms, video tools, and analytics for Gage R&R or capability studies.

- Excellent communication for drafting programs, emails, and reports; cultural sensitivity for global delivery.

- Demonstrated success in client-facing roles, managing C-suite relationships

- Experience in stakeholder mapping, influence strategies, and conflict resolution within multicultural, global environments.