Leader – Training & Call Quality

About the role

The Leader, Training & Call Quality will head the end‑to‑end training and quality function for Genpact Philippines. You will set strategy, governance and execution for new‑hire readiness, continuous learning, quality monitoring, coaching and client calibration to protect compliance, customer experience and operational performance.

Key responsibilities

• Define and run the enterprise Training & Call Quality (TCQ) strategy, aligning outcomes with business SLAs and customer experience goals.
• Establish multi‑tier governance for TCQ deliverables, including training plans, certification, calibration, audit cadence and reporting.
• Own the training architecture from pre‑knowledge transfer through steady‑state refreshers, ensuring compliance and readiness checks before go‑live.
• Conduct training needs analysis and translate findings into targeted refreshers, assessments and interventions.
• Develop and manage the call quality framework, including sampling strategy, auditor readiness, internal and client calibration, and quality governance routines.
• Drive “audit the auditor” processes to ensure consistent, defensible quality findings.
• Collaborate with Operations, Workforce Management and client stakeholders to create an insight‑led performance improvement loop.

Required profile

• Proven senior leadership experience in training, learning and quality functions within a contact‑center or similar environment.
• Strong ability to design and execute scalable operating models across voice and non‑voice programs.
• Excellent stakeholder management skills, with experience partnering with operations, WFM and client teams.
• Demonstrated track record of aligning training and quality initiatives with business performance metrics.

Required skills