Sr. Manager, Training and Quality

Primary Purpose

• Leads the strategic alignment of Training & Quality across multiple programs.
• Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
• Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.

Core Responsibilities

• Develop and execute Training & Quality strategy across multiple lines of business.
• Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
• Partner with Operations, Workforce Management, Client Services, and other support functions.
• Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
• Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
• Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
• Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
• Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.