Potential Fraud/Scam Warning:
VXI Global Solutions and its Recruiting/Hiring managers will only contact you from an official @vxi.com email address. VXI may communicate or contact you via text message, but will never ask you to pay money or send you checks during the job application process for equipment or in exchange for employment opportunities or other services. If you receive emails from individuals claiming to work on behalf of VXI using any other email address, especially a personal email account, or if you receive communications that seem suspicious, ask for payment or appear fraudulent, please contact us immediately at us.hr@vxi.com
Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
A Senior Training & Quality Manager (T&QM) is a strategic leadership role responsible for the end-to-end development of personnel and the continuous improvement of service standards. This position bridges the gap between operational performance and organizational excellence by ensuring that employees are not only well-trained but also consistently meeting high-quality benchmarks.
Job Summary
The Senior T&QM oversees the design, implementation, and evaluation of training programs while managing the Quality Assurance (QA) framework. They lead a team of trainers and quality analysts to drive performance, ensure compliance, and enhance the overall customer experience.
Key Responsibilities
1. Strategic Planning & Leadership
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
A Senior Training & Quality Manager (T&QM) is a strategic leadership role responsible for the end-to-end development of personnel and the continuous improvement of service standards. This position bridges the gap between operational performance and organizational excellence by ensuring that employees are not only well-trained but also consistently meeting high-quality benchmarks.
Job Summary
The Senior T&QM oversees the design, implementation, and evaluation of training programs while managing the Quality Assurance (QA) framework. They lead a team of trainers and quality analysts to drive performance, ensure compliance, and enhance the overall customer experience.
Key Responsibilities
1. Strategic Planning & Leadership
- Develop and execute a comprehensive Training and Quality roadmap aligned with business goals.
- Lead, mentor, and performance-manage a team of Training Managers, Supervisors, and QA Analysts.
- Act as a key stakeholder in client meetings, providing insights into performance trends and improvement initiatives.
- Oversee the Learning Management System (LMS) and ensure all training content is current and effective.
- Conduct Training Needs Analysis (TNA) to identify skill gaps across different departments.
- Manage the "nesting" or "graduation" process for new hires, ensuring they meet production-ready standards.
- Define and refine Quality Monitoring (QM) parameters and evaluation forms.
- Lead calibration sessions between operations, training, and QA to ensure a unified understanding of "quality."
- Ensure all processes adhere to COPC, ISO, or industry-specific compliance standards.
- Analyze performance data to identify root causes of low quality or high attrition.
- Implement Root Cause Analysis (RCA) and Corrective Action Plans (CAPA) to address performance outliers.
- Report on Key Performance Indicators (KPIs) such as CSAT (Customer Satisfaction), NPS (Net Promoter Score), and FCR (First Call Resolution).
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Senior Training & Quality Manager
Req Id: R26_01439
Posted At: Thu Apr 09 2026 00:00:00 GMT+0000 (Coordinated Universal Time)