Senior Director - Training & Quality

TP; India; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

A global leader in customer experience seeks an experienced professional to drive Training, Quality, and Customer Experience for a large-scale travel program in India. The ideal candidate will have over 15 years of experience in Training and Quality across multi-geo operations, with a strong background in the travel and hospitality sector. This strategic role involves managing customer experience metrics and collaborating with global teams to implement innovative solutions. Join a diverse and inclusive culture where your skills can shine.

Qualifications

• 15+ years of experience in Training, Quality, and/or Customer Experience.
• Proven experience managing large-scale, multi-geo operations.
• Strong exposure to global travel/hospitality domain.
• Expertise in CX improvement, RCA, analytics, and process excellence.
• Training & Quality frameworks.
• Excellent stakeholder management and client-facing experience.
• Strong leadership presence with ability to influence global, cross-cultural teams.
• Willingness to work across time zones (primarily US hours).

Responsibilities

• Lead the end-to-end Training, Quality strategy across global operations.
• Drive customer experience metrics including NPS and quality scores.
• Identify AI-led and technology-driven interventions for CX improvement.
• Partner with global operations leaders across regions (APAC, EMEA, Americas).
• Collaborate closely with client stakeholders across training, quality, and CX functions.
• Lead global business reviews (MBRs, QBRs, strategic reviews).
• Identify and implement AI-led and technology-driven interventions for CX improvement.
• Ensure consistency and scalability across multiple Lines of Business and Channels.
• Act as a thought leader in CX transformation, driving continuous improvement initiatives.

Skills

Training & Quality frameworks

Customer Experience improvement

Analytics and process excellence

Stakeholder management

Leadership presence

AI-driven CX

Job description

Welcome to Teleperformance, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion in annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

We are looking for a seasoned leader to drive global Training, Quality, and Customer Experience (CX) for a large-scale travel program. This is a high-impact, strategic role managing CX outcomes across a multi-geo, multi-lingual, and multi-LOB environment.

The Responsibilities & Duties

• Lead the end-to-end Training, Quality strategy across global operations
• Drive customer experience metrics including NPS, quality scores, and operational KPIs
• Design and implement Training frameworks, Quality frameworks and governance models and RCA methodologies and analytics standardization
• Partner with global operations leaders across regions (APAC, EMEA, Americas)
• Collaborate closely with client stakeholders across training, quality, and CX functions
• Lead global business reviews (MBRs, QBRs, strategic reviews)
• Identify and implement AI-led and technology-driven interventions for CX improvement
• Ensure consistency and scalability across multiple Lines of Business and Channels
• Act as a thought leader in CX transformation, driving continuous improvement initiatives

The Qualifications

• 15+ years of experience in Training, Quality, and/or Customer Experience
• Strong exposure to global travel / hospitality domain
• Proven experience managing large-scale, multi-geo operations
• Strong expertise in:
• Customer Experience improvement
• RCA, analytics, and process excellence
• Training & Quality frameworks
• Excellent stakeholder management and client-facing experience
• Strong leadership presence with ability to influence global, cross-cultural teams
• Willingness to work across time zones (primarily US hours)

Pre-Employment Screenings

Under the TP policy, employment in this position will be contingent on your successful completion of a comprehensive background check, including screening for global sanctions and watchlists.

Culture & Belonging

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.