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.
Responsibilities
- Lead 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.
Requirement
- s12 months as a Quality and Training Supervisor
- .High level of fluency in English B2/C
- 1Skills: 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
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