Assistant Vice President (AVP) Quality & Training (BPM / Contact Center)

Role: Assistant Vice President (AVP) – Quality & Training

Location: Kolkata, West Bengal

Compensation: Up to 15,00,000 per annum (Fixed + Performance Incentives)

Industry: Business Process Management (BPM) / Contact Center Services

• We are looking for an experienced, metrics-driven leader to head our Quality and Training (Q&T) operations in Kolkata. The AVP – Quality & Training will formulate and execute organizational training programs, lead operational quality frameworks, and drive performance across domestic and international client processes.

Quality Assurance & Process Excellence

• Design, implement, and govern robust transactional quality frameworks (audits, calibration sessions, fatal error monitoring, compliance checks).
• Lead deep-dive Root Cause Analysis (RCA), FMEA, and process variation reduction to directly improve CSAT, NPS, First Call Resolution (FCR), and client SLAs.
• Collaborate closely with Operations to target bottom-quartile performance and develop targeted intervention roadmaps.
• Spearhead continuous improvement, Lean, and Six Sigma projects across processes to eliminate defects and streamline operational throughput.

Training & Capability Building

• Direct and scale end-to-end learning strategies spanning New Hire Training (NHT), On-the-Job Training (OJT), and continuous skill-upgradation tracks.
• Build structured governance to optimize Throughput Yield (TY), Batch Pass Percentage, and reduce early attrition during training and nesting phases.
• Develop modern digital training content, simulations, process updates, and LMS-driven learning interventions aligned with changing client expectations.

Leadership, Governance & Client Engagement

• Lead, mentor, and build a high-performing hierarchy of Quality Managers, Training Leads, Instructional Designers, and QA Analysts.
• Serve as the principal point of contact for external client Q&T reviews, presenting metric trajectories, quality scorecards, and learning ROI.
• Define and manage operational resource allocation, headcount capacity planning, and trainer/auditor utilization targets.