The Quality and Training Supervisor is managing the Quality and Training to ensure the best customer experience is delivered. This role involves driving team performance to meet goals.ResponsibilitiesLead the Quality and Training, and functions across assigned accounts/programs.Design and execute onboarding, refresher, upskilling, and leadership development programs.Drive quality frameworks, calibrations, audits, and performance improvement initiatives.Monitor client KPIs such as CSAT, QA, Productivity, AHT, FCR, and Compliance adherence.Build strong reporting dashboards and provide actionable business insights.Ensure full alignment with internal policies, client requirements, and regulatory standards.Lead and develop a team of trainers, QA specialists, and compliance staff.Partner with Operations, HR, WFM, and Clients to improve overall account performance.Own governance routines, including business reviews, RCA plans, and continuous improvement projects.Requirements12 months as a Quality and Training Supervisor.High level of fluency in English B2/C1Skills: Strong analytical, strategic thinking, and creative problem-solving skills. Experience in providing constructive criticism and implementing corrective action plans is also necessary.Excellent communication, empathy, problem-solving, and active listening skills.Ability to work in a dynamic, fast-paced environment and manage stressful situations with a calm and positive attitude.