Job Description-Own and execute the regional Training & Quality strategy, ensuring consistency while allowing for market-specific customization across locations, languages and LOBs.-Translate client expectations, contractual SLAs, and regulatory requirements into standardized T&Q frameworks-Establish and govern regional quality standards, calibration models, and learning principles aligned with business outcomes-Develop dashboards for Directors and above, with learning effectiveness, quality performance and capability maturity.-Lead, coach, and develop local training managers and quality managers across all sites-Performance expectations alignment translated into realistic actionable and measured activities-Clear articulation of ROI for key strategic activities deployment-Track, align, standardize and report on Speed to Proficiency practices-Responsible for maintaining a succession and capability plan for Training and Quality leadership roles-Drive accountability through structured performance reviews, action plans and leadership coachingThis role will collaborate very closely with delivery and leadership-Align training and quality initiatives with operational priorities-Anticipate performance risks and proactively deploy mitigation strategies-Educate and conduct root-cause analysis of performance gaps-Talent readiness and skill sufficiency-Impact of training and quality interventions on KPIsHave clear understanding and effective relationship building in a multi-cultural environment-Ensure training and quality frameworks as linguistically accurate, culturally appropriate, and performance-relevant across all supported languages-Govern language specific quality nuances, including tone, interpersonal skills, regulatory phrasing and user expectations.-Ensure calibration consistency across languages while respecting market-specific communication norms.-Oversee end-to-end training lifecycle-Define and track learning effectiveness metrics-Leverage Data, Analytics and continuous improvement to identify systemic gaps-Collaborate with all operational roles for successful identification of Customer Journey friction points-Implement and follow-up on improvement recommendations culture at each locationKey RequirementsProven experience in Training & Quality management within a BPO or customer operations environment.Strong knowledge of transaction monitoring, quality frameworks, and training methodologies.Experience in stakeholder management, including client-facing roles.Excellent coaching, mentoring, and leadership skills.Strong analytical and problem-solving capabilities.Ability to manage multiple locations and drive standardization.