Director - Quality & Training - ITeS

Location: Mumbai

Role Overview:

Lead training and quality functions across multiple locations and accounts in the West Zone. Oversee the full lifecycle of quality assurance and training processes, standardizing and adopting industry best practices to meet business goals.

Key Responsibilities:

- Develop and deploy quality assurance tools, reporting, and infrastructure.

- Conduct root cause analysis to improve service processes and drive operational excellence.

- Lead training programs and quality support, including metrics development and dashboards.

- Collaborate across teams and geographies to share best practices and drive continuous improvement.

- Build predictive insight models to maintain proactive service quality.

- Manage performance quality, resolve issues, and ensure client metrics are consistently met.

- Oversee budgeting for quality operations and execute governance plans with stakeholders.

Qualifications & Experience:

- 16+ years in quality & training within the ITES industry, with experience managing large teams across domains and locations.

- Strong expertise in global quality assurance programs and operational excellence.

- Proven ability to lead and inspire global teams and meet/exceed performance metrics.

- Excellent communication, analytical, and project management skills.

- MBA/PG Degree preferred.