Our client in the global shared services space is searching a Training and Quality Lead who will provide strategic and operational leadership for the Training and Service Quality function supporting Customer Service operations. You will be accountable for building and executing an integrated Training and Service Quality strategy that strengthens employee capability, improves service quality, accelerates operational readiness, and delivers measurable improvements in customer and business outcomes. You will lead a team of Training and Service Quality Specialists and establish the frameworks, governance, standards, and operating rhythms required to ensure consistent and effective learning, Service Quality assurance, coaching, and continuous improvement.
This role requires a leader who can connect people capability, service quality, customer experience, and operational performance. You will use data and insights to identify systemic performance opportunities, determine root causes, prioritize interventions, and partner with Operations and cross-functional leaders to drive sustainable improvement. Success will not be measured solely by training completion or Service Quality scores, but by the organization's ability to translate Training and Service Quality interventions into stronger employee capability, improved customer experience, reduced defects, faster proficiency, and better operational performance.
Core Duties and Responsibilities
- Training & Service Quality Strategy
- Training & Capability Leadership
- New-Hire Readiness & Speed-to-Proficiency
- Service Quality Strategy & Governance
- Performance Analytics & Root-Cause Management
- Coaching & Performance Improvement
- Training–Service Quality–Operations Feedback Loop
- Team Leadership & Capability Development
- Training & Service Quality Analytics and Reporting
- Continuous Improvement & Transformation
- Stakeholder & Cross-Functional Leadership
- Governance, Risk & Compliance
Qualifications
- Bachelor's degree or higher from an accredited institution.
- Seven (7) or more years of progressive experience in Training & Development, Learning & Development, Service Quality Assurance, Service Quality, Customer Service Operations, Operational Excellence, or a related environment.
- Three (3) or more years of people leadership experience, preferably leading Training, Service Quality, Learning & Development, or combined Training and Service Quality teams.
- Demonstrated experience managing both training/capability development and service-Service Quality programs.
- Strong understanding of adult-learning principles, instructional design, training-needs analysis, competency assessment, and learning effectiveness.
- Demonstrated experience establishing or managing Service Quality frameworks, scorecards, calibration processes, and Service Quality governance.
- Strong experience using operational and Service Quality data to identify performance trends and drive improvement.
- Demonstrated capability in root-cause analysis, corrective action, and continuous improvement.
- Experience leading new-hire training, onboarding, certification, and operational-readiness programs.
- Strong coaching and people-development capability.
- Demonstrated ability to influence operational leaders and cross-functional stakeholders.
- Strong analytical, critical-thinking, problem-solving, and decision-making skills.
- Strong written and verbal communication skills, including the ability to present complex information and recommendations to leadership.
- Demonstrated ability to manage multiple priorities and lead initiatives within a dynamic operational environment.
To be successful:
- Experience leading an integrated Training & Service Quality function within Customer Service, Shared Services, Global Business Services, BPO, Supply Chain Customer Operations, or a multinational organization.
- Experience establishing Training and Service Quality functions, frameworks, or operating models.
- Experience managing geographically distributed or multi-site teams.
- Experience with service-Service Quality analytics, customer-experience measurement, and operational performance management.
- Experience with Lean, Six Sigma, continuous-improvement, or other structured problem-solving methodologies.
- Experience supporting large-scale transformation, process migration, system implementation, or organizational change.
- Experience using Learning Management Systems, digital-learning platforms, and content-authoring technologies.
- Experience with ERP and CRM platforms such as SAP, Salesforce, Oracle, or comparable enterprise systems.
- Experience with reporting and analytics platforms such as Power BI or comparable tools.
- Experience applying automation, AI, or advanced analytics to learning, Service Quality, or operational-performance processes.
- Master’s degree in business, Organizational Development, Learning & Development, Operations, or a related discipline is advantageous.
- Professional certification in Learning & Development, Instructional Design, Service Quality Management, Lean Six Sigma, PMP, or a related discipline is advantageous.
