Quality & Learning Manager

Job Description

Position Summary

We are seeking a dynamic, data-driven, and people-focused Quality and Learning Manager to lead our quality assurance and learning functions across in-house and BPO service operations. This pivotal role will be responsible for developing high-impact training programs, maintaining operational excellence through a robust quality assurance framework, and driving continuous improvement initiatives.

The ideal candidate will be a strategic thinker with strong leadership, analytical, and stakeholder management skills, capable of balancing business objectives with customer experience outcomes.

Duties & Responsibilities

Quality Assurance & Performance Management

Lead a cross-functional QA team across multiple LOBs, including in-house and BPO partners, overseeing performance through audits, scorecards, and adherence to service standards.

Monitor and analyze QA trends, ATA mechanisms, and calibration sessions to ensure evaluation accuracy, consistency, and alignment with operational goals.

Collaborate with BPO partners and internal stakeholders to manage evaluation programs, address performance behaviors, and track success metrics for continuous improvement.

Develop actionable insights through root cause analysis and maintain QA reporting systems to support data-driven decision-making and operational enhancements.

Partner with Operations and cross-functional teams to identify skill gaps, recommend targeted initiatives, and implement process improvements that enhance customer experience and operational excellence.

Training & Learning Management

Lead end-to-end ownership of new hire onboarding, on-the-job training (OJT), nesting, and continuous learning programs across pandora’s proprietary site and all partner BPOs.

Oversee training throughput, attrition rates, certification, and new hire performance metrics, ensuring seamless transition to production.

Own the development, revision, and governance of training content, SOP articles, and simulation platforms, ensuring alignment with business needs and SOP updates.

Conduct regular training needs analysis (TNA) using performance data, QA insights, and stakeholder feedback to design targeted programs addressing capability gaps.

Collaborate with cross-functional teams for knowledge translation, content localization, and knowledge management systems.

Drive a culture of customer obsession by embedding customer-centric values and behaviors through all training and development initiatives.

Operational Excellence & Continuous Improvement

Analyze quality and training data trends to identify process improvement opportunities and develop long-term strategies for capability uplift.

Manage multiple concurrent projects and initiatives with strict deadlines, ensuring alignment with business priorities.

Champion innovation by designing and deploying new learning methodologies, training toolkits, performance management tools, and mentorship programs.

Foster strong collaboration with BPO partners and internal stakeholders to ensure consistent service standards and knowledge alignment across markets.

Qualifications

• Minimum 8 years’ experience in service training and / or quality assurance within a customer service / contact center environment, including multi-site / BPO vendor management.

Proven track record in leading QA and training functions , implementing process improvement initiatives, and driving performance outcomes.

Excellent written and verbal English communication skills

Strong stakeholder management, people leadership, and cross-functional collaboration skills.

Data-driven mindset with advanced analytical, reporting, and decision-making abilities.

Experience with QA tools, LMS platforms and reporting dashboards.

Highly motivated, energetic, adaptable, and capable of managing complex operational challenges in a fast-paced environment.