Head Customer Experience Center Training

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 organizations ability to deliver seamless, personalized, and world-class customer experiences while fostering a culture of continuous improvement and innovation.

The Training & Quality Head plays a mission-critical role in driving a culture of excellence, compliance, and customer centricity within the Centralized Experience Center (CEC). With the CEC serving as a unified hub for all customer interactions across voice and non-voice channels, this role ensures that every customer-facing agent is equipped with the right knowledge, behavior, and tools to deliver consistent, high-quality service. Operating in the fast-evolving and heavily regulated industry, this role is central to enabling business success by translating customer expectations, business goals, and regulatory requirements into structured training and quality assurance programs. The role encompasses end-to-end governance of capability building, onboarding, refreshers, soft skills, product/process updates, and quality frameworks, aligned with internal KPIs and external benchmarks (e.g., IRDAI norms, NPS, CSAT).

Major Challenges:

• 1. Centralization & Standardization Across Diverse Legacy Setups: The ongoing shift from multiple decentralized contact centers to a single centralized unit presents a complex training and quality challenge. The jobholder must harmonize varied processes, SOPs, and skill levels across previously siloed setups, while driving consistency in customer experience and compliance.
• 1. High Variability in Partner Capabilities: The role involves working with multiple outsourced partners, each with different maturity levels in training and quality systems. Ensuring alignment with internal standards, driving accountability through governance, and customizing interventions without compromising consistency is a key challenge.
• 1. Embedding Quality in a Digital-First Environment: As digital adoption grows (chatbots, WhatsApp, self-serve apps), the quality framework must expand beyond voice to include digital interactions. Ensuring meaningful audits, calibrations, and quality assurance for non-voice channels is still a developing space in the industry.
• 1. Measuring Impact & Driving ROI of L&D Initiatives: Demonstrating the tangible impact of training programs on business metrics like FCR (First Call Resolution), AHT (Average Handling Time), CSAT, NPS, and compliance scores requires robust tracking and analytics. Establishing this data-to-action loop remains an area of complexity.
• 1. Stakeholder Alignment Across Business Functions: The role demands close collaboration with cross-functional stakeholders such as Sales, Claims, Policy Servicing, Product, and Compliance. Gaining alignment on changes, incorporating feedback loops, and ensuring that training & quality initiatives reflect enterprise priorities requires strong influence and relationship-building.
• 1. Technology Enablement & LMS Optimization: Adoption of a robust Learning Management System (LMS), integration with QA dashboards, and use of AI/automation in audit sampling or e-learning are essential for scale and efficiency. Driving adoption and ensuring effective usage of these tools across all teams and partners can be a challenge.

Key Result Areas

Strategic Leadership

Training Ecosystem Transformation

Quality Assurance as a Business Enabler

Innovation and Technology Integration

Communication Strategy

Cross-Functional Collaboration

Data-Driven Decision Making

Stakeholder and Partner Management