Primary Purpose
- Leads the strategic alignment of Training & Quality across multiple programs.
- Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
- Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.
Core Responsibilities
- Develop and execute Training & Quality strategy across multiple lines of business.
- Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
- Partner with Operations, Workforce Management, Client Services, and other support functions.
- Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
- Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
- Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
- Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
- Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.