Job TitleSr. Manager, Training & QualityJob DescriptionOwn 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 frameworksEstablish and govern regional quality standards, calibration models, and learning principles aligned with business outcomesDevelop 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 sitesPerformance expectations alignment translated into realistic actionable and measured activitiesClear articulation of ROI for key strategic activities deploymentTrack, align, standardize and report on Speed to Proficiency practicesResponsible for maintaining a succession and capability plan for Training and Quality leadership rolesDrive accountability through structured performance reviews, action plans and leadership coachingThis role will collaborate very closely with delivery and leadershipAlign training and quality initiatives with operational prioritiesAnticipate performance risks and proactively deploy mitigation strategiesEducate and conduct root-cause analysis of performance gapsTalent readiness and skill sufficiencyImpact of training and quality interventions on KPIsHave clear understanding and effective relationship building in a multi-cultural environmentEnsure training and quality frameworks as linguistically accurate, culturally appropriate, and performance-relevant across all supported languagesGovern 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 lifecycleDefine and track learning effectiveness metricsLeverage Data, Analytics and continuous improvement to identify systemic gapsCollaborate with all operational roles for successful identification of Customer Journey friction pointsImplement and follow-up on improvement recommendations culture at each locationKey ResponsibilitiesPoint of contact for Training and Quality activities for the regionBuild a sustainable Training and Quality program that adheres to CNX and clients training and quality guidelines.Ensure each location has a standardized process in place for transaction monitoring activities, client and CNX driven, and training delivery calibration.Ensure each location Trainer accreditation is met according to client’s and CNX guidelines.Build, sustain and coach a pool of managers ensuring flexibility in capacity of training volume.Instil governance practicesProvide feedback to QA/s regarding transaction made using Quality Form.Ensure instructor/s create a training environment that is engaging, positive and free of intimidation. Understands the factors related to gaps in quality processes and suggest improvements and/or action plans as neededScreen and Interview of potential instructor and quality role candidates.Conduct employee one on one’s and yearly focal reviews.Manage and meet defined Training performance goal while in training and nesting, and Quality performance.Responsible for the overall development of the teamEnsure quality related KPIs are familiar to everyone and ensure training is provided to all relevant functions against their responsibilities.Provide formal and informal performance feedback, both team based and one-to-one take corrective action if required.Promote positive employee behavior by leading an example. Provide and point of contact for continuous education for the program both Advisor and Support group.Key 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.