Sr. Manager, Training and Quality
Core
Provides strategic and operational leadership for the Training & Quality function across a large, complex, or multi-site portfolio within a BPO/contact center environment.
Role type
Senior Manager, Training and Quality
Builds
Training programs, quality monitoring systems, and high-performing teams for BPO/contact center operations
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Required skills
Strategic alignment, team leadership, root cause analysis, compliance governance, stakeholder partnership, data-driven decision-making, process improvement, audit management, organizational readiness planning
Preferred skills
Experience leading managers and supervisors, facilitation, presentation skills, analytical thinking, multi-priority management
Technologies
Microsoft Office
Responsibilities
Establish direction for training delivery, quality monitoring, calibration, and certification; build and lead high-performing teams; review business performance and implement corrective actions; partner with operations and client leaders to align strategies; oversee audits and process standardization; drive initiatives to improve quality and reduce cost; provide executive-level updates and insights.
Seniority
Senior, hands-on IC with leadership of managers