Head - Training & Quality

Job Description

Job Purpose:

- As the Head of Training & Quality for our Customer Experience Centre, you will be a pivotal leader driving strategic initiatives to elevate customer engagement and service excellence.
- This role requires a seasoned professional in building and scaling training and quality frameworks for large contact centres.
- You will lead the transformation of our training and quality processes by integrating AI, Generative AI, and data-driven strategies.
- Your work will directly impact the organization's ability to deliver seamless, personalized, and world-class customer experiences while fostering a culture of continuous improvement and innovation.

Key Result Areas & Supporting Actions:

Strategic Leadership

- Define and execute a long-term strategic roadmap for training and quality, aligned with the organization's vision for superior customer experience.
- Drive the adoption of AI and digital innovations to future-proof training and quality initiatives while enhancing scalability and efficiency.
- Partner with senior leadership to identify opportunities for leveraging training and quality to achieve competitive advantage.

Training Ecosystem Transformation

- Re-imagine training methodologies to enable rapid skill acquisition and retention, embedding Generative AI tools for dynamic, personalized learning journeys.
- Design leadership and succession training programs to prepare the next generation of customer service leaders.
- Ensure training programs align with evolving customer expectations, market dynamics, and organizational goals. Critical will be front-end training for multi LoB agents.

Quality Assurance as a Business Enabler

- Develop a next-generation quality assurance strategy with measurements that proactively monitor and improve customer interactions across all touchpoints (Contact centre, Branch, etc).
- Utilize AI-driven analytics to uncover insights into customer behavior, service gaps, and improvement opportunities, such as repeat reduction and increased self-service utilization.
- Champion a customer-first mindset by embedding quality metrics into the organization's & partner's key performance indicators (KPIs).

Innovation and Technology Integration

- Spearhead the integration of AI and Generative AI to automate and enhance training content creation, real-time performance feedback, and process optimization.
- Evaluate and implement cutting-edge technologies, including voice analytics, sentiment analysis, and simulation tools, to elevate training and quality functions.
- Lead the exploration of innovative solutions to improve customer satisfaction and loyalty.

Communication Strategy

- Develop and implement a robust internal and external communication strategy to ensure alignment across all levels of the organization.
- Create effective communication frameworks to disseminate training goals, quality updates, and performance metrics to stakeholders.
- Foster a culture of transparency and collaboration by ensuring consistent, clear, and targeted communication across teams.
- Collaborate with marketing and leadership teams to communicate key milestones and outcomes from training and quality initiatives.

Cross-Functional Collaboration

- Collaborate with key business units, including operations, technology, and customer experience teams, to align training and quality initiatives with broader organizational goals.
- Act as a trusted advisor to leadership, providing strategic insights on training ROI, quality improvements, and customer-centric innovations.

Data-Driven Decision Making

- Build a data-centric culture within the training and quality function, leveraging metrics to measure effectiveness, identify gaps, and prioritize initiatives.
- Create executive dashboards to report on key achievements, risks, and recommendations for sustained improvements.
- Use predictive analytics to anticipate customer needs and train teams for future challenges.

Stakeholder and Partner Management

- Build and maintain strong relationships with internal stakeholders, including senior leadership, operations, technology, and customer experience teams, to ensure alignment of goals and seamless execution.
- Collaborate with external partners, vendors, and technology providers to deliver innovative and cost-effective training and quality solutions.
- Negotiate and manage contracts with service providers, ensuring accountability and adherence to performance metrics.
- Act as a liaison between business units to integrate feedback and insights into training and quality strategies.

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