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Strong employer brand and common mid-level service-delivery role increase candidate competition.
Training, quality, and SLA management skills are moderately transferable across industries.
Certifications and domain-specific training/quality requirements add filters despite no explicit years.
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Lead training, quality, and policy (TQP) initiatives across service operations to align with business KPIs and drive continuous performance improvement.
Provide strategic direction on quality frameworks, training programs, policy adherence, and lead process improvement initiatives using data analysis and stakeholder feedback.
Manage stakeholder relationships, ensure TQP SLA compliance, support audit readiness, and mentor team members to develop a high-performance culture.
Bachelor's degree in Commerce, Economics, Finance, or Master's in Business Administration or Business Analytics.
Certifications required: ITIL Foundation and Six Sigma Green Belt.
Experience with customer service training, mentoring, problem-solving training, sales team training, and training coordination.
Work Experience Required: Not explicitly mentioned in the JD.
Experience leading cross-functional training, quality, and policy initiatives in service delivery or operations environments.
Strong analytical capability to conduct root cause analysis and drive process improvements.
Ability to manage diverse stakeholders including customers, process owners, and operational leadership to align on quality and training outcomes.