Senior Manager - Quality & Training.

Key job role and responsibilities:

1. Lead the Quality and Training function across all the CS Units.
2. Drive continuous improvement in quality scores and performance metrics.
3. Identify skill gaps and implement effective training programs.
4. Partner with Operations to improve team productivity and customer experience.
5. Manage and develop Quality and Training teams.
6. Ensure regular coaching, feedback, and calibration sessions are conducted.
7. Track training effectiveness and its impact on business performance.
8. Build a culture of learning, accountability, and continuous improvement.
9. Provide insights and recommendations to support business growth.