Manager, Service Quality & Training
Core
Partner with Operations and Customer Service teams to drive service excellence, analyze workflows to eliminate bottlenecks, and execute strategic training roadmaps for frontline staff.
Role type
Manager, Service Quality & Training
Builds
Service quality governance frameworks, customer research insights, and digital learning programs for frontline roles
Domain
Logistics/Operations + Service Quality + Learning & Development
Deliverable
dashboards & analysis
Required skills
Service quality frameworks, root cause analysis, data analysis, training program design, stakeholder management, ISO 9001 compliance, workflow optimization
Preferred skills
Adult learning methodologies, digital learning platform implementation, regulatory reporting
Technologies
Learning management platforms, digital tools, interactive dashboards
Responsibilities
Track and analyze daily/monthly/annual operations performance; Lead weekly Service Quality meetings with stakeholders; Design and execute customer research initiatives across multiple channels; Implement modern learning management platforms and OJT frameworks for frontline staff; Oversee external audit vendors and prepare regulatory reports; Create detailed reports and dashboards for senior management.
Seniority
Manager, team leadership