Manager, Shared Services

This is a fully remote position, open to applicants in India.

📋 Description

• Direct, mentor, and lead a team of Training & Quality associates to effectively plan and implement training schedules, QA audits, and quality enhancement projects with precision and timeliness.

• Assess team performance based on quality scorecards, audit pass rates, training completion percentages, and other TQA KPIs to guarantee departmental objectives are consistently met or surpassed.

• Facilitate regular one-on-one meetings, performance evaluations, and focused coaching sessions to enhance associates' abilities in training facilitation, QA assessment, and delivering feedback.

• Evaluate QA audit outcomes, error patterns, and training effectiveness metrics to uncover skill deficiencies, suggest focused interventions, and execute continuous improvement strategies.

• Work in partnership with Operations, Client Services, HR, and Product teams to ensure training content and quality standards align with shifting business needs and organizational objectives.

• Supervise calibration sessions, quality audits, and training assessments; ensure that all findings, corrective measures, and training documentation are accurately tracked and reported using LMS, QA tools, or similar systems.

• Spearhead the creation, documentation, and regular review of training materials, SOPs, quality rubrics, and knowledge base articles to facilitate scalability and standardization.

• Oversee quality-related escalations and act as the primary contact for intricate performance, compliance, or training delivery challenges.

• Engage in strategic planning, departmental assessments, and leadership meetings to influence the direction of Training & Quality initiatives.

• Lead or assist cross-functional projects aimed at enhancing training effectiveness, quality metrics, onboarding speed, or agent performance.

• Undertake additional responsibilities as directed by leadership.

⛳️ Requirements

• High school diploma or equivalent is required; a bachelor’s degree in Education, Human Resources, Communications, or a related discipline is highly preferred.

• At least 3 years of experience in Training, Quality Assurance, or a related field, with proven expertise in instructional design, QA methodologies, or performance coaching.

• Over 3 years of experience leading or managing teams in a Training, Quality, or operations-oriented setting, demonstrating the ability to guide, develop, and hold a team accountable.

• Strong leadership and team management capabilities, with a successful history of improving training results, quality scores, and team accountability.

• Comprehensive understanding of QA methodologies, audit standards, quality scorecards, training effectiveness metrics (such as the Kirkpatrick Model), and operational KPI reporting.

• Exceptional problem-solving, organizational, and decision-making abilities.

• Outstanding communication, facilitation, and interpersonal skills, with the capacity to deliver effective training and provide constructive quality feedback at all levels.

• Proficient in Microsoft Office (particularly Excel and PowerPoint), LMS platforms, QA tools, and e-learning or training authoring software (e.g., Articulate, Adobe Captivate, or similar).

• Ability to adapt in a fast-paced, deadline-driven environment.

🏝️ Benefits

• Competitive salary

• 100% company-funded medical coverage (for you AND your family!)

• Professional working environment

• Unlimited growth potential

• Great working atmosphere with a team of exceptional individuals