Job Title:
Sr. Manager, Training & Quality
Job Description
Own and execute the regional Training & Quality strategy, ensuring consistency while allowing for market-specific customization across locations, languages and LOBs.
Translate client expectations, contractual SLAs, and regulatory requirements into standardized T&Q frameworks
Establish and govern regional quality standards, calibration models, and learning principles aligned with business outcomes
Develop dashboards for Directors and above, with learning effectiveness, quality performance and capability maturity.
Lead, coach, and develop local training managers and quality managers across all sites
Performance expectations alignment translated into realistic actionable and measured activities
Clear articulation of ROI for key strategic activities deployment
Track, align, standardize and report on Speed to Proficiency practices
Responsible for maintaining a succession and capability plan for Training and Quality leadership roles
Drive accountability through structured performance reviews, action plans and leadership coaching
This role will collaborate very closely with delivery and leadership
Align training and quality initiatives with operational priorities
Anticipate performance risks and proactively deploy mitigation strategies
Educate and conduct root-cause analysis of performance gaps
Talent readiness and skill sufficiency
Impact of training and quality interventions on KPIs
Have clear understanding and effective relationship building in a multi-cultural environment
Ensure training and quality frameworks as linguistically accurate, culturally appropriate, and performance-relevant across all supported languages
Govern language specific quality nuances, including tone, interpersonal skills, regulatory phrasing and user expectations.
Ensure calibration consistency across languages while respecting market-specific communication norms.
Oversee end-to-end training lifecycle
Define and track learning effectiveness metrics
Leverage Data, Analytics and continuous improvement to identify systemic gaps
Collaborate with all operational roles for successful identification of Customer Journey friction points
Implement and follow-up on improvement recommendations culture at each location
Key Responsibilities- Point of contact for Training and Quality activities for the region
- Build a sustainable Training and Quality program that adheres to CNX and clients training and quality guidelines.
- Ensure each location has a standardized process in place for transaction monitoring activities, client and CNX driven, and training delivery calibration.
- Ensure each location Trainer accreditation is met according to client’s and CNX guidelines.
- Build, sustain and coach a pool of managers ensuring flexibility in capacity of training volume.
- Instil governance practices
- Provide feedback to QA/s regarding transaction made using Quality Form.
- Ensure instructor/s create a training environment that is engaging, positive and free of intimidation.
- Understands the factors related to gaps in quality processes and suggest improvements and/or action plans as needed
- Screen and Interview of potential instructor and quality role candidates.
- Conduct employee one on one’s and yearly focal reviews.
- Manage and meet defined Training performance goal while in training and nesting, and Quality performance.
- Responsible for the overall development of the team
- Ensure quality related KPIs are familiar to everyone and ensure training is provided to all relevant functions against their responsibilities.
- Provide formal and informal performance feedback, both team based and one-to-one take corrective action if required.
- Promote positive employee behavior by leading an example.
• Provide and point of contact for continuous education for the program both Advisor and Support group.
Key Requirements
- Proven experience in Training & Quality management within a BPO or customer operations environment.
- Strong knowledge of transaction monitoring, quality frameworks, and training methodologies.
- Experience in stakeholder management, including client-facing roles.
- Excellent coaching, mentoring, and leadership skills.
- Strong analytical and problem-solving capabilities.
- Ability to manage multiple locations and drive standardization.
Location:
EGY Cairo - Samco Building, Chill out Midor complex, 90 North street
Language Requirements:
Time Type:
Full time2026-05-29
