Head of Quality & Training

Redial BPO

3d

About The Position

We are seeking a Head of Quality & Training to lead and elevate quality assurance and learning strategies within a fast‑paced BPO environment. This is a senior leadership role responsible for driving operational excellence, ensuring client satisfaction, and building high‑performing QA and Training teams.
Reporting directly to the EVP of Operations and Administration Development, this role blends strategic leadership with hands‑on execution and innovation.

Requirements

• Bachelor’s degree in business, Operations Management, or related field (preferred)
• 5+ years of experience leading Quality and Training teams in a BPO or contact center
• Proven experience creating and facilitating training programs
• Strong leadership and cross‑functional collaboration skills
• Advanced analytical and reporting capabilities
• Experience using AI tools and analytics platforms
• Excellent communication and presentation skills
• Strong proficiency in Microsoft Excel and MS Office
• Ability to travel locally or internationally (approximately 10–20%)

Responsibilities

• Define and execute the Quality and Training strategy aligned with business goals and client expectations
• Lead, mentor, and develop QA Analysts, Trainers, and Training Supervisors
• Partner closely with Operations, HR, and Client Services to drive performance
• Support and implement AI‑driven tools to enhance quality, training, and efficiency
• Oversee QA frameworks, audits, scorecards, and calibration processes
• Analyze performance data to identify trends, gaps, and improvement opportunities
• Drive corrective action plans and continuous improvement initiatives
• Leverage AI‑powered analytics for insights and performance optimization
• Design and deliver onboarding, upskilling, and leadership training programs
• Ensure training content meets client and operational requirements
• Measure training effectiveness through assessments and performance metrics
• Promote AI‑enabled learning tools to personalize and accelerate development
• Act as a key point of contact for clients on quality and training matters
• Ensure compliance with contracts, regulations, and industry best practices
• Prepare and present performance reports to clients and senior leadership
• Lead quality and training onboarding for new programs and lines of business
• Participate in calibrations, audits, client calls, and process reviews
• Support operational development and innovation initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Executive