Manager – Learning, Quality, Knowledge & AI Enablement
Location: Jaipur, Rajasthan
Department: Customer Support
Company: GIVA
About the Role
We are looking for a highly driven, sharp-minded, and transformation-focused professional to lead
Learning, Quality, Knowledge Management, and Process Excellence within GIVA’s Customer Support
function.
This role goes beyond traditional Training & Quality ownership. The ideal candidate will play a pivotal
role in building high-performing support teams, driving behavioural and operational transformation,
establishing robust quality standards, creating scalable knowledge systems, and influencing process
improvements across the organization.
As GIVA continues to adopt emerging technologies, this role will also champion the implementation and
adoption of AI-enabled capabilities within Learning, Quality Assurance, Knowledge Management, and
Agent Development. Working closely with central technology and transformation teams, the individual
will help translate AI capabilities into practical business outcomes that improve learning effectiveness,
coaching quality, agent performance, and knowledge accessibility.
The role demands robust analytical thinking, operational maturity, change management capability, and a
natural inclination towards leveraging technology, automation, and AI to build scalable and future-ready
support operations.
Key Responsibilities
Learning & Capability Development
● Own the end-to-end learning and development strategy for Customer Support teams.
● Design, develop, and execute onboarding, refresher, behavioural, process, product, and
functional training programs.
● Drive agent transformation through structured coaching, capability building, and performance
improvement interventions.
● Build competency frameworks and learning journeys across support roles.
● Track training effectiveness through measurable outcomes, assessments, certification programs,
and feedback loops.
● Establish a culture of continuous learni
📌 Training Manager (Jaipur)
🏢 GIVA
📍 Jaipur