Role: Assistant Vice President (AVP) – Quality & Training

Location: Kolkata, West Bengal

Compensation: Up to 15,00,000 per annum (Fixed Performance Incentives)

Industry: Business Process Management (BPM) / Contact Center Services

Employment Type: Full time, On-siteRole Overview
We are looking for an experienced, metrics-driven leader to head our Quality and Training (Q&T;) operations in Kolkata. The AVP – Quality & Training will formulate and execute organizational training programs, lead operational quality frameworks, and drive performance across domestic and international client processes.

Key Responsibilities Quality Assurance & Process Excellence
Design, implement, and govern robust transactional quality frameworks (audits, calibration sessions, fatal error monitoring, compliance checks).
Lead deep-dive Root Cause Analysis (RCA), FMEA, and process variation reduction to directly improve CSAT, NPS, First Call Resolution (FCR), and client SLAs.
Collaborate closely with Operations to target bottom-quartile performance and develop targeted intervention roadmaps.
Spearhead continuous improvement, Lean,



and Six Sigma projects across processes to eliminate defects and streamline operational throughput.

Training & Capability Building
Direct and scale end-to-end learning strategies spanning Recent Hire Training (NHT), On-the-Job Training (OJT), and continuous skill-upgradation tracks.
Build structured governance to optimize Throughput Yield (TY), Batch Pass Percentage, and reduce early attrition during training and nesting phases.
Develop up-to-date digital training content, simulations, process updates, and LMS-driven learning interventions aligned with changing client expectations.

Leadership, Governance & Client Engagement
Lead, mentor, and build a high-performing hierarchy of Quality Managers, Training Leads, Instructional Designers, and QA Analysts.
Serve as the principal point of contact for external client Q&T; reviews, presenting metric trajectories, quality scorecards, and learning ROI.
Define and manage operational resource allocation, headcount capacity planning, and trainer/auditor utilization targets.

📌 Assistant Vice President Avp Quality & Training Bpm / Contact Center (India)
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📍 India