Mas Callnet

Job Title: Head of Training and Quality

Job Summary:

- The Head of Training and Quality will be responsible for designing, implementing, and managing training programs and quality assurance frameworks to enhance workforce performance and operational excellence.

- The role requires strategic leadership in training, coaching, and process improvement to drive efficiency and service excellence.

Key Responsibilities:

- Develop and implement organization-wide training strategies aligned with business goals

- Design and oversee training modules for employee upskilling, leadership development, and process optimization

- Establish and drive a robust quality assurance framework to improve service standards and customer satisfaction

- Monitor training effectiveness through performance metrics and continuous assessment methodologies

- Lead and mentor a team of trainers and quality analysts to ensure consistency in training delivery and process adherence

- Collaborate with senior leadership to identify skill gaps and develop competency frameworks

- Implement e-learning platforms and technology-driven training solutions for scalable learning programs

- Develop and execute quality audits, feedback mechanisms, and process evaluations to enhance operational efficiency

- Drive process improvement initiatives based on data insights, root cause analysis, and customer feedback

- Ensure compliance with industry standards and best practices in training and quality management

- Manage stakeholder relationships to align training and quality initiatives with business objectives

Required Skills & Competencies:

- Expertise in training program development, instructional design, and learning methodologies

- Strong understanding of quality assurance frameworks, Six Sigma, and process improvement strategies

- Experience in implementing learning management systems (LMS) and digital training solutions

- Leadership and people management skills with the ability to mentor and develop high-performing teams

- Analytical mindset with proficiency in data-driven decision-making and performance evaluation

- Excellent communication, presentation, and stakeholder management skills

- Ability to drive change management initiatives and organizational transformation