Talent.com
This job offer is not available in your country.
Head - Training & Quality

Head - Training & Quality

ConfidentialMumbai
18 days ago
Job description

Job Purpose :

  • As the Head of Training & Quality for our Customer Experience Centre, you will be a pivotal leader driving strategic initiatives to elevate customer engagement and service excellence.
  • This role requires a seasoned professional in building and scaling training and quality frameworks for large contact centres.
  • You will lead the transformation of our training and quality processes by integrating AI, Generative AI, and data-driven strategies.
  • Your work will directly impact the organization's ability to deliver seamless, personalized, and world-class customer experiences while fostering a culture of continuous improvement and innovation.

Key Result Areas & Supporting Actions :

Strategic Leadership

  • Define and execute a long-term strategic roadmap for training and quality, aligned with the organization's vision for superior customer experience.
  • Drive the adoption of AI and digital innovations to future-proof training and quality initiatives while enhancing scalability and efficiency.
  • Partner with senior leadership to identify opportunities for leveraging training and quality to achieve competitive advantage.

    • Training Ecosystem Transformation

  • Re-imagine training methodologies to enable rapid skill acquisition and retention, embedding Generative AI tools for dynamic, personalized learning journeys.
  • Design leadership and succession training programs to prepare the next generation of customer service leaders.
  • Ensure training programs align with evolving customer expectations, market dynamics, and organizational goals. Critical will be front-end training for multi LoB agents.

    • Quality Assurance as a Business Enabler

  • Develop a next-generation quality assurance strategy with measurements that proactively monitor and improve customer interactions across all touchpoints (Contact centre, Branch, etc).
  • Utilize AI-driven analytics to uncover insights into customer behavior, service gaps, and improvement opportunities, such as repeat reduction and increased self-service utilization.
  • Champion a customer-first mindset by embedding quality metrics into the organization's & partner's key performance indicators (KPIs).

    • Innovation and Technology Integration

  • Spearhead the integration of AI and Generative AI to automate and enhance training content creation, real-time performance feedback, and process optimization.
  • Evaluate and implement cutting-edge technologies, including voice analytics, sentiment analysis, and simulation tools, to elevate training and quality functions.
  • Lead the exploration of innovative solutions to improve customer satisfaction and loyalty.

    • Communication Strategy

  • Develop and implement a robust internal and external communication strategy to ensure alignment across all levels of the organization.
  • Create effective communication frameworks to disseminate training goals, quality updates, and performance metrics to stakeholders.
  • Foster a culture of transparency and collaboration by ensuring consistent, clear, and targeted communication across teams.
  • Collaborate with marketing and leadership teams to communicate key milestones and outcomes from training and quality initiatives.

    • Cross-Functional Collaboration

  • Collaborate with key business units, including operations, technology, and customer experience teams, to align training and quality initiatives with broader organizational goals.
  • Act as a trusted advisor to leadership, providing strategic insights on training ROI, quality improvements, and customer-centric innovations.

    • Data-Driven Decision Making

  • Build a data-centric culture within the training and quality function, leveraging metrics to measure effectiveness, identify gaps, and prioritize initiatives.
  • Create executive dashboards to report on key achievements, risks, and recommendations for sustained improvements.
  • Use predictive analytics to anticipate customer needs and train teams for future challenges.

    • Stakeholder and Partner Management

  • Build and maintain strong relationships with internal stakeholders, including senior leadership, operations, technology, and customer experience teams, to ensure alignment of goals and seamless execution.
  • Collaborate with external partners, vendors, and technology providers to deliver innovative and cost-effective training and quality solutions.
  • Negotiate and manage contracts with service providers, ensuring accountability and adherence to performance metrics.
  • Act as a liaison between business units to integrate feedback and insights into training and quality strategies.

    • Skills Required

    Training, training programs , Strategic Leadership, Training And Development, Training Content

    Create a job alert for this search

    Head Quality • Mumbai

    Related jobs
    • Promoted
    Training Manager

    Training Manager

    LearnystThane, IN
    Learnyst is a fast-growing EdTech SaaS platform in India, trusted by 12,000+ educators and 16 million learners.We enable educators, coaching institutes, and enterprises to create, market, and deliv...Show moreLast updated: 30+ days ago
    • Promoted
    Training Manager

    Training Manager

    Axis Mutual Fundmumbai, maharashtra, in
    Job Title : Team Member - Zonal Training Manager.Position Grade Range : Basis eligibility and evaluation.Axis Asset Management Company Ltd (Axis AMC), founded in 2009, is one of India's largest and f...Show moreLast updated: 20 days ago
    Training Manager

    Training Manager

    Asian Heart InstituteMumbai, Maharashtra, IN
    Quick Apply
    Position You will be responsible for developing and delivering training programs that enhance the professional and personal growth of our employees. You will play a key role in inducting new employe...Show moreLast updated: 30+ days ago
    • Promoted
    Training Manager

    Training Manager

    ConfidentialMumbai, India
    Training Manager / Training Manager – Pharma.Department : Learning & Development / Training.The Training Manager (Pharma) is responsible for designing, developing, and delivering training programs t...Show moreLast updated: 30+ days ago
    • Promoted
    Regional Training Specialist

    Regional Training Specialist

    Square Yardsmumbai, maharashtra, in
    Job Title : Regional Training and Development Specialist.The Training and Development Specialist is responsible for assessing the training needs of the organization, designing, implementing, and eva...Show moreLast updated: 4 days ago
    • Promoted
    Training & Development Manager

    Training & Development Manager

    ConfidentialMumbai, Navi Mumbai
    Design and deliver engaging training programs across departments.Conduct training needs analysis and assess skill gaps.Manage LMS and training budgets efficiently. Oversee compliance training and ex...Show moreLast updated: 5 days ago
    • Promoted
    TEAM LEAD - QUALITY

    TEAM LEAD - QUALITY

    ConfidentialMumbai
    We are seeking a skilled Team Lead - Quality to oversee our quality assurance team in India.The ideal candidate will have a strong background in quality management and a proven track record of lead...Show moreLast updated: 9 days ago
    • Promoted
    Leadership Trainer

    Leadership Trainer

    Zodiac Maritimemumbai, maharashtra, in
    The Role : Leadership Trainer - India.Are you passionate about leadership? Do you thrive on inspiring others to grow? Zodiac Maritime has some great leaders at sea, but in this role, you will assist...Show moreLast updated: 30+ days ago
    • Promoted
    Tendering Manager

    Tendering Manager

    Crystal GroupMumbai, Maharashtra, India
    Tender Manager – Sales & Leasing (Containers / Capital Equipment).Container Leasing / Sales, Logistics, Infra Equipment, Cold Chain Solutions. We are seeking a detail-oriented, process-driven.You will...Show moreLast updated: 5 days ago
    • Promoted
    DGM Powertrain Head

    DGM Powertrain Head

    ConfidentialMumbai
    Responsibilities & Key Deliverables.Review SDCA cycle for sustenance for improving effectiveness in manufacturing processes. Building a Quality Culture in the Plant by implementing an effective audi...Show moreLast updated: 13 days ago
    • Promoted
    Head of Quality

    Head of Quality

    Remalmumbai, maharashtra, in
    We are seeking an experienced Head of Quality to lead the entire quality function for our Masteralloys, Castalloys, and Aluminium Billet division. The ideal candidate will have 10+ years of experien...Show moreLast updated: 26 days ago
    • Promoted
    Clinical Quality Assurance Compliance & Training

    Clinical Quality Assurance Compliance & Training

    Maxis Clinical SciencesMumbai, India
    Job Title : Clinical Quality Assurance Compliance & training.Experience Level : (Senior) Manager / Senior Manager.Department : Clinical Research Department. This role will be responsible for oversight...Show moreLast updated: 5 days ago
    • Promoted
    Service Training & Quality Manager

    Service Training & Quality Manager

    ConfidentialMumbai
    Responsible for the quality management framework and driving training programs that enhance service delivery across all customer touchpoints. Quality Management and Process Improvement, Training and...Show moreLast updated: 9 days ago
    • Promoted
    Regional Expert Training Manager

    Regional Expert Training Manager

    ConfidentialMumbai
    Work closely with the Capability & effectiveness lead to create a training plan and develop training material based on needs assessment. Induct & on-board new recruits on the scientific know how, al...Show moreLast updated: 9 days ago
    • Promoted
    Senior Training Manager

    Senior Training Manager

    ConfidentialMumbai, India
    Conducts calibrations with clients on requirements and performance.Seeks client&aposs approval for new test modules before their roll out on the floor. Seeks client&aposs sign-off for updated traini...Show moreLast updated: 30+ days ago
    • Promoted
    Head of Quality and Regulatory Compliance

    Head of Quality and Regulatory Compliance

    Getingemumbai, maharashtra, in
    The Director of QRC, IN will serve as an active member of the Global Sales (GS) SAPAC region QRC leadership and IN SSU Leadership Teams, on top of the role as IN SSU Management Representative.He / S...Show moreLast updated: 30+ days ago
    • Promoted
    Head of Business Development

    Head of Business Development

    Indo Amines Limiteddombivli, maharashtra, in
    Experience : 15 to 20 years in chemical sales business.Note • • Chemical sales experience is mandatory for this role.Developing New Customers & Maintaining the existing customers to achieve the sales ...Show moreLast updated: 7 days ago
    Sales Trainer

    Sales Trainer

    Arting Digital Private LimitedThane, MH, in
    Quick Apply
    Position Title : Sales Trainer.Budget : 1 month -immediate joiner .Notice period : 1 month -immediate joiner.Skills set : Sales Trainer, Sales Team Leads, sales training, end-to-end sal...Show moreLast updated: 3 days ago