Manager, Shared Services

Manager, Shared Services responsible for leading a Training & Quality team to design, deliver, and continually improve training programs and QA frameworks. Oversees QA audits, agent coaching, calibration sessions, and knowledge management; tracks KPIs such as quality scorecards, audit pass rates, and training completion. Collaborates with Operations, Client Services, HR, and Product to align training content with evolving business needs; manages escalations; drives continuous improvement through analysis of QA results and training effectiveness data; develops and maintains training materials, SOPs, quality rubrics, and knowledge base articles; supports cross-functional projects to improve training effectiveness, onboarding speed, and agent performance. Role requires remote work in India, core hours IST, and experience in instructional design, QA methodologies, and leadership in Training/Quality domains.