Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Training, Quality, and Compliance Manager provides strategic leadership across assigned accounts and programs, ensuring excellence in service delivery.
This pivotal role is responsible for the end-to-end design and execution of comprehensive development programs, while establishing robust quality frameworks, high-impact performance improvement initiatives, and ensuring compliance with all organizational policies, client requirements, and regulatory standards, fostering a culture of integrity through strong leadership and seamless cross-functional partnership.
As Training, Quality, and Compliance Manager, You Will…
• Lead the Training, Quality, and Compliance functions across assigned accounts/programs.
• Design and execute onboarding, refresher, upskilling, and leadership development programs.
• Drive quality frameworks, calibrations, audits, and performance improvement initiatives.
• Monitor client KPIs such as CSAT, QA, Productivity, AHT, FCR, and Compliance adherence.
• Build strong reporting dashboards and provide actionable business insights.
• Ensure full alignment with internal policies, client requirements, and regulatory standards.
• Lead and develop a team of trainers, QA specialists, and compliance staff.
• Partner with Operations, HR, WFM, and Clients to improve overall account performance.
• Own governance routines, including business reviews, RCA plans, and continuous improvement projects.
As Training, Quality, and Compliance Manager, You Need…
• Extensive leadership experience in Training, Quality Assurance, or Compliance management within the BPO/CX industry.
• Expertise in people leadership and managing diverse stakeholder relationships.
• Advanced analytical capabilities and compelling presentation skills.
• Demonstrated success in overseeing multi-account or multi-program environments.
• Strong verbal and written English communication proficiency.
• Certifications or professional experience in Six Sigma, Lean, or COPC methodologies.
