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Job Description

Role Overview

As a Training and Service Quality Lead, you will provide strategic and operational leadership for the Training and Service Quality function supporting Customer Service operations.

You will build and execute an integrated strategy that improves employee capability, service quality, operational readiness, customer experience, and business performance. You will lead Training and Service Quality Specialists and establish frameworks, standards, governance, and operating rhythms for consistent learning, quality assurance, coaching, and continuous improvement.

The Impact You Will Make

Training & Service Quality Strategy

Develop and execute a Training and Service Quality strategy aligned with Customer Service, customer expectations, and business priorities.

Establish an integrated model connecting learning, quality assurance, coaching, performance improvement, and continuous improvement.

Translate business priorities and operational challenges into clear action plans.

Define capability-development priorities based on performance trends, organizational changes, and future needs.

Focus resources on areas with the greatest customer, employee, operational, and business impact.

Evolve practices as customer expectations, technology, processes, and business needs change.

Training & Capability Leadership

Lead new-hire training, onboarding, systems and process training, upskilling, cross-training, refresher training, and ongoing development.

Establish learning standards, curricula, competency frameworks, and certification requirements.

Ensure training prepares employees to perform independently and consistently.

Oversee training needs analysis and ensure interventions address validated knowledge and skill gaps.

Apply adult-learning and instructional-design principles.

Set standards for training materials, job aids, assessments, simulations, and knowledge resources.

Keep learning content current, accurate, standardized, and aligned with approved processes.

Use feedback, quality results, operational data, and post-training performance to improve programs.

Measure learning effectiveness beyond training completion.

New-Hire Readiness & Speed-to-Proficiency

Own the framework supporting new employees from onboarding through operational readiness.

Establish competency, assessment, certification, and readiness standards.

Partner with Operations to define transition points from training to nesting and live operations.

Monitor new-hire performance and trends affecting readiness, quality, and speed-to-proficiency.

Ensure remediation and reinforcement are available when needed.

Analyze early-tenure performance to improve hiring profiles, onboarding, training, coaching, and support.

Partner with Talent Acquisition, HR, and Operations to connect hiring quality, training outcomes, and early-tenure success.

Service Quality Strategy & Governance

Develop, implement, and improve the Service Quality framework for Customer Service operations.

Establish quality standards, scorecards, evaluation methods, sampling approaches, critical-error definitions, and governance requirements.

Ensure monitoring evaluates customer and business outcomes, not only procedural compliance.

Ensure evaluations are consistent, objective, evidence-based, and documented.

Lead calibration with Training and Service Quality, Operations, and process owners.

Address scoring, interpretation, or calibration gaps.

Establish escalation mechanisms for critical quality, customer, compliance, and process risks.

Review frameworks regularly to stay aligned with business and customer expectations.

Performance Analytics & Root-Cause Management

Establish a data-driven approach to Training and Service Quality decisions.

Analyze quality results, operational KPIs, customer feedback, complaints, training outcomes, assessments, and related data.

Ensure structured root-cause analysis is completed before recommending interventions.

Differentiate issues caused by knowledge, skill, behavior, process, policy, systems, capacity, leadership, or other factors.

Prevent unnecessary retraining by addressing the actual cause of performance issues.

Identify recurring defects and partner with stakeholders on corrective and preventive actions.

Prioritize initiatives based on customer impact, risk, frequency, severity, and operational significance.

Translate data into clear insights and recommendations for leadership.

Coaching & Performance Improvement

Establish standards and methods for coaching and performance reinforcement.

Ensure Specialists provide consistent, constructive, evidence-based, and actionable coaching.

Partner with Operations leaders to strengthen coaching capability and accountability.

Establish remediation approaches for recurring capability and quality gaps.

Monitor coaching and remediation effectiveness.

Escalate systemic issues that cannot be resolved through individual coaching.

Promote shared accountability between Training, Service Quality, and Operations.

Training-Service Quality-Operations Feedback Loop

Maintain a feedback loop between Training, Service Quality, Operations, Process Owners, and relevant functions.

Use quality findings to inform training priorities, coaching, onboarding, and knowledge-management updates.

Use training outcomes and competency assessments to inform quality-monitoring priorities.

Evaluate whether interventions improve operational and customer outcomes.

Convert recurring defects and customer issues into capability or process-improvement initiatives.

Incorporate lessons learned into future training and operational practices.

Team Leadership & Capability Development

Lead, coach, develop, and manage a high-performing team of Training and Service Quality Specialists.

Establish clear responsibilities, performance expectations, quality standards, and development objectives.

Build team capability in facilitation, instructional design, quality evaluation, calibration, coaching, analytics, root-cause analysis, and stakeholder management.

Conduct observations and calibration of trainer and quality performance.

Allocate resources based on training demand, monitoring needs, business priorities, and risks.

Identify future capability needs and support succession and development planning.

Foster accountability, curiosity, continuous improvement, collaboration, and customer focus.

Analytics and Reporting

Define and monitor Training and Service Quality KPIs and success measures.

Establish dashboards and reporting for training effectiveness, competency, certification, quality performance, defect trends, coaching impact, and improvement initiatives.

Monitor new-hire readiness, speed-to-proficiency, assessment performance, quality trends, recurring defects, calibration consistency, and post-intervention improvement.

Connect results to customer experience, service levels, productivity, accuracy, and process adherence.

Present insights, risks, trends, and recommendations clearly to leadership.

Ensure reporting drives decisions and improvement.

Continuous Improvement & Transformation

Lead initiatives supporting transformation, system implementations, process changes, product or service changes, and organizational priorities.

Assess capability and quality impacts of business changes and establish readiness strategies.

Identify opportunities to simplify learning, strengthen quality controls, and improve knowledge management.

Champion digital learning, automation, analytics, AI-enabled solutions, and other scalable technologies.

Apply structured problem-solving and continuous-improvement methods to recurring issues.

Promote proactive identification of capability and quality risks.

Stakeholder & Cross-Functional Leadership

Serve as the primary Training and Service Quality partner to Customer Service and Operations leadership.

Build partnerships with Supply Chain, business groups, HR, Talent Acquisition, process owners, subject-matter experts, technology teams, and other stakeholders.

Influence leaders toward sustainable solutions when issues extend beyond training or individual capability.

Represent Training and Service Quality in operational reviews, transformation initiatives, and leadership forums.

Communicate risks, quality findings, systemic issues, and recommendations with clarity and credibility.

Use evidence to challenge assumptions and influence decisions.

Keep priorities aligned with changing business and customer requirements.

Governance, Risk & Compliance

Ensure activities comply with company policies, quality standards, regulatory requirements, ethical expectations, and internal controls.

Maintain governance over training records, competency assessments, certifications, quality evaluations, and calibration outcomes.

Ensure critical quality and compliance risks are identified, documented, escalated, and addressed.

Your Skills and Expertise

Bachelor’s degree or higher from an accredited institution.

Seven or more years of progressive experience in Training & Development, Learning & Development, Service Quality Assurance, Customer Service Operations, Operational Excellence, or a related field.

Three or more years of people leadership experience, preferably leading Training, Service Quality, Learning & Development, or combined teams.

Experience managing training/capability development and service quality programs.

Strong knowledge of adult-learning principles, instructional design, training-needs analysis, competency assessment, and learning effectiveness.

Experience managing quality frameworks, scorecards, calibration processes, and governance.

Ability to use operational and quality data to identify trends and drive improvement.

Capability in root-cause analysis, corrective action, and continuous improvement.

Experience leading new-hire training, onboarding, certification, and readiness programs.

Strong coaching, people-development, stakeholder-influence, analytical, problem-solving, and communication skills.

Ability to manage multiple priorities in a dynamic operational environment.

Additional Qualifications That Could Help You Succeed

Experience leading an integrated Training and Service Quality function in Customer Service, Shared Services, Global Business Services, BPO, Supply Chain Customer Operations, or a multinational organization.

Experience establishing Training and Service Quality frameworks or operating models.

Experience managing distributed or multi-site teams.

Experience supporting transformation, process migration, system implementation, or organizational change.

Experience with LMS, digital-learning platforms, content-authoring tools, ERP/CRM systems, and reporting platforms such as Power BI.

Experience applying automation, AI, or advanced analytics to learning, quality, or operational performance.

Master’s degree or certification in Learning & Development, Instructional Design, Service Quality Management, Lean Six Sigma, PMP, or a related discipline is advantageous.

Leadership Profile

Strategic Training & Service Quality Leadership: Connects learning and quality priorities to business and customer outcomes.

People Leadership: Builds capable, accountable, high-performing teams.

Operational Acumen: Understands how training, quality, process, technology, and people affect performance.

Service Quality & Customer Mindset: Maintains high standards with customer outcomes central.

Analytical Leadership: Converts data into insights, priorities, and action.

Root-Cause Orientation: Solves underlying performance problems rather than symptoms.

Continuous Improvement: Challenges current practices and drives sustainable improvement.

Stakeholder Influence: Builds credibility and influences across functions.

Change Leadership: Guides teams through changing processes, technologies, and requirements.

Execution & Accountability: Establishes ownership and delivers measurable results.

Measures of Success

Improved training effectiveness and employee competency.

Improved service quality performance and calibration consistency.

Effective closure of capability and performance gaps.

Measurable improvement after training and coaching interventions.

Stronger operational coaching capability.

Improved team effectiveness.

Accurate, actionable analytics and reporting.

Strong stakeholder confidence.

Measurable contribution to customer experience and operational performance.

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