Senior Training & Quality Leader - Flexible Hours (BPO)

CNX; Cape Town; On-site; ZAR 600,000 - 950,000; Full time

Job summary

CNX is seeking a Senior Training & Quality Manager to lead training and quality initiatives across multiple clients and locations in a fast-paced environment.

You will supervise a team, oversee hiring and performance management, and design courses that meet learner and client goals. This role requires strong communication, project management, and mentorship skills, with flexibility to cover North America accounts during 2 PM–12 AM shifts.

Qualifications

• Bachelor’s degree in a relevant field is required.
• Advanced degrees or professional certifications are considered an advantage.
• Strong written and verbal communication skills.
• Ability to deliver effective presentations to diverse audiences.
• Proven ability to manage projects in a fast-paced, deadline-driven environment.
• Skilled at organizing priorities, meeting timelines, and driving results.
• Demonstrated ability to coach, mentor, and develop team members.
• Prior experience managing functional groups at a senior level within a BPO environment is essential.
• Open to supporting North America accounts during flexible working hours, specifically 2 PM - 12 AM, to meet client and business needs.

Responsibilities

• Lead training and quality initiatives across multiple clients and locations.
• Supervise staff, including hiring, training, and performance management.
• Schedule and design training programs and course agendas.
• Analyze training effectiveness and implement corrective actions.
• Collaborate with Quality Leadership and Account Management to set department goals.
• Recommend policy and procedure improvements aligned with company values.
• Coordinate with Operations and Analytics to integrate quality improvements.

Skills

Leadership

Project management

Mentorship

Client service

Flexibility

Education

Bachelor's degree

Advanced degree or certifications

Job description

CNX is seeking a Senior Training & Quality Manager to lead training and quality initiatives across multiple clients and locations in a fast-paced environment.

You will supervise a team, oversee hiring and performance management, and design courses that meet learner and client goals. This role requires strong communication, project management, and mentorship skills, with flexibility to cover North America accounts during 2 PM–12 AM shifts.