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High brand, remote role, and a mid-level generalist training/quality manager title increase applicant competition.
Skills in training, quality, and policy are moderately transferable across service and BPO industries.
Moderate filtering from required certifications, QA/policy expertise, and people-leadership expectations without explicit years.
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Lead Training, Quality, and Policy (TQP) initiatives across service operations ensuring alignment with business KPIs and continuous performance improvement.
Provide strategic direction on quality frameworks, training programs, and policy adherence while collaborating with internal teams and client stakeholders.
Drive process improvement and operational effectiveness through data analysis, stakeholder feedback, audit readiness, and mentoring team members.
Bachelor’s or Master’s degree in Commerce, Economics, Finance, Business Administration, or Business Analytics.
Certification in learning and performance (e.g., CPLP) or equivalent technical expertise (e.g., Celonis Academy) required.
Proficiency in English at C2 level.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in managing training quality, policy adherence, and process improvement within service operations context.
Demonstrates ability to collaborate with multiple stakeholders including clients, process owners, and operational leaders for quality delivery.
Capable of leveraging data insights and digital tools (e.g., LMS, collaboration platforms) to enhance training and quality initiatives.