Senior Manager - Training & Quality
Sr. Manager - Training & Quality [CoMo]
About the Role
We are looking for a seasoned professional to oversee Training & Quality (T&Q) for one of our key global clients. This is a senior leadership role responsible for driving standardization, best practices, and innovation in training and quality management, with a strong focus on performance, compliance, and continuous improvement.
Key Responsibilities
- Lead T&Q support for a strategic offering and manage training & quality as a service for clients
- Develop metrics, dashboards, and ensure compliance with SLA/SLO requirements
- Drive standardization, continuous improvement, and process innovation
- Strengthen training & quality frameworks to improve delivery and performance
- Mentor teams, oversee governance, and manage client-facing reviews
- Implement tech-infused learning solutions and support audit/compliance needs
Profile & Experience
- 12 to 18 years of experience in Training & Quality within the BPO / Contact Center domain
- Mandatory experience in Content Moderation / Trust & Safety domain
- Exposure to Six Sigma / Lean frameworks (Black Belt preferred)
- Strong client-facing, communication, and stakeholder management skills
- Proven track record of improving performance and meeting/exceeding SLAs
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