Training and Quality Transformation Lead

1 week ago

Hyderabad, Telangana, India beBeeLeadership Full time ₹ 1,04,000 - ₹ 1,30,878

Leadership Opportunity: Drive Excellence in Training & Quality

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  • We are seeking a dynamic and experienced professional to lead the Training & Quality (T&Q) function for our global clientele. This strategic role demands a visionary leader who can drive excellence through standardization, innovation, and adoption of industry best practices.

The ideal candidate will spearhead the transformation of T&Q into a value-added service offering, aligning closely with business objectives and client expectations.

Key Responsibilities:

  • Manage delivery of Training & Quality for global clients, ensuring alignment with strategic goals and operational excellence.
  • Customize SLA/SLO metrics and reporting processes to meet diverse client expectations seamlessly.
  • Strengthen frameworks for training and quality management, ensuring continuous improvement and enhanced delivery performance.
  • Champion tech-enabled learning solutions and drive adoption of modern training methodologies.
  • Develop and manage performance dashboards and metrics tailored to client requirements.
  • Lead cross-functional teams across geographies, fostering collaboration and driving standardized practices across locations.
  • Ensure process control, audit readiness, and compliance with multiple regulatory frameworks.

Requirements:

  • 11+ years of experience in Training & Quality within the contact center industry.
  • Exceptional communication, negotiation, and conflict resolution skills with a strong client-facing orientation.
  • Deep understanding of process frameworks and audit protocols across global standards.
  • Advanced skills in MS Office (Excel, PowerPoint) and experience in deploying automation and innovative learning technologies.
  • Strong data analysis capabilities with a knack for simplifying complex processes and driving actionable insights.
  • Proven success in enhancing quality, efficiency, and service level performance across large-scale operations.
  • Education: MBA or Postgraduate degree preferred.

What We Offer:

  • 5-day WFO work mode
  • UK Shift Timings

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