Job Purpose:
- As the Head of Training & Quality for our Customer Experience Centre, you will be a pivotal leader driving strategic initiatives to elevate customer engagement and service excellence.
- This role requires a seasoned professional in building and scaling training and quality frameworks for large contact centres.
- You will lead the transformation of our training and quality processes by integrating AI, Generative AI, and data-driven strategies.
- Your work will directly impact the organization's ability to deliver seamless, personalized, and world-class customer experiences while fostering a culture of continuous improvement and innovation.

Key Result Areas & Supporting Actions:
Strategic Leadership
- Define and execute a long-term strategic roadmap for training and quality, aligned with the organization's vision for superior customer experience.
- Drive the adoption of AI and digital innovations to future-proof training and quality initiatives while enhancing scalability and efficiency.




- Partner with senior leadership to identify opportunities for leveraging training and quality to achieve competitive advantage.

Training Ecosystem Transformation
- Re-imagine training methodologies to enable rapid skill acquisition and retention, embedding Generative AI tools for energetic, personalized learning journeys.
- Design leadership and succession training programs to prepare the next generation of customer service leaders.
- Ensure training programs align with evolving customer expectations, market dynamics, and organizational goals. Critical will be front-end training for multi LoB agents.

Quality Assurance as a Business Enabler
- Develop a next-generation quality assurance strategy with measurements that proactively monitor and improve customer interactions across all touchpoints (Contact centre, Branch, etc).
- Utilize AI-driven analytics to uncover insights into customer behavior, service gaps, and improvement opportunities, such as repeat reduction and

📌 Head - Training & Quality (Mumbai)
🏢 Sun Life
📍 Mumbai