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Strong brand, remote flexibility, and generalist mid-level HR manager profile increase applicant competition.
Training and quality skills transfer across industries but favor process- and BPO-specific experience.
Required domain skills and leadership focus raise filters despite no explicit years or mandatory certifications.
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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 and manage execution of quality frameworks, training programs, and policy adherence, collaborating with internal teams and client stakeholders.
Analyze performance data (L1/L2/L3), lead process improvements, ensure SLA and compliance adherence, and mentor team members to foster a high-performance culture.
Bachelor's degree in Commerce, Economics, Finance, or Master's in Business Administration or Business Analytics.
Certifications such as CPLP or EMS Technical Expert from Celonis Academy preferred.
Experience in client relations, quality management, risk management, and stakeholder management required. Work Experience Required: Not explicitly mentioned in the JD.
English proficiency at C2 level mandatory; role supports remote work with flexible shift timing in India.
Experienced in managing training quality and policy functions within service operations, demonstrating strategic planning and stakeholder management skills.
Comfortable driving data-driven process improvements and compliance in multi-stakeholder environments, including liaising with customer leadership and internal teams.
Strong leadership capability evidenced by experience mentoring teams and fostering continuous learning and audit readiness.