Training and Quality Deputy Director

Invex is looking for an experienced Training and Quality Deputy Director with expertise in Customer metrics to oversee our Call Center operation. A successful Deputy Director of Training & Quality Assurance will ensure that every Customer Service Agent is fully prepared to deliver exceptional service through world-class onboarding, continuous development, effective coaching, and robust quality assurance programs, resulting in improved customer satisfaction, employee performance, compliance adherence, and operational excellence.

Objectives of this role

• Develop and execute the Contact Center Training and Quality Assurance strategy aligned with business objectives.
• Develop annual training plans, learning roadmaps, and capability-building strategies for customer service teams.
• Create and maintain governance frameworks, standards, and policies for training and quality programs.
• Partner with Operations, Product, Co...