Sr. Manager, Training & Quality

About the role

The Senior Manager, Training & Quality leads the regional strategy for learning and quality assurance, ensuring consistent delivery while adapting to market‑specific needs. This role translates client expectations, SLAs and regulatory requirements into standardized frameworks and drives measurable performance improvements across all locations.

Key responsibilities

• Own and execute the regional Training & Quality strategy, balancing consistency with local customization.
• Translate client expectations, contractual SLAs and regulatory mandates into standardized T&Q frameworks.
• Establish and govern regional quality standards, calibration models and learning principles aligned with business outcomes.
• Develop and maintain dashboards for senior leadership that track learning effectiveness, quality performance and capability maturity.
• Lead, coach and develop local training and quality managers across all sites.
• Define, track and report on learning effectiveness metrics and speed‑to‑proficiency practices.
• Maintain succession and capability plans for training and quality leadership roles.
• Collaborate closely with delivery, operations and regional leadership to align initiatives with operational priorities.
• Ensure training and quality frameworks are linguistically accurate, culturally appropriate and performance‑relevant for all supported languages.

Required profile

• Proven senior leadership experience in training, learning and quality management.
• Strong analytical mindset with ability to translate data into actionable insights.
• Excellent communication and stakeholder‑management skills in a multicultural environment.
• Demonstrated ability to build and coach high‑performing teams.
• Experience designing and governing governance practices for training and quality programs.

Required skills

• Data analysis
• Dashboard development (e.g., Power BI, Tableau)
• Learning Management System (LMS) administration
• Quality management systems