Manager, Service Quality & Training
Core
Partner with cross-functional leadership to drive service excellence, analyze operational workflows, and execute strategic training roadmaps for frontline staff.
Role type
Manager, Service Quality & Training
Builds
Service quality governance frameworks, customer research insights, and organizational training programs
Domain
Logistics/Operations + Service Quality + Learning & Development
Deliverable
dashboards & analysis
Required skills
Operational workflow analysis, Customer research design, Strategic training roadmap execution, ISO 9001 compliance, Data analysis, Root cause analysis, Stakeholder management
Preferred skills
Adult learning methodologies, Digital learning platform implementation, Regulatory reporting
Technologies
Learning management platforms, Digital tools
Responsibilities
Track and analyze daily/monthly/annual operations performance; Lead weekly Service Quality meetings; Design and execute customer research initiatives; Implement training frameworks for frontline staff; Oversee external audit vendors and regulatory compliance; Create reports and dashboards for senior management.
Seniority
Manager, team leadership
