Training and Quality Deputy Director

About the role

Invex is seeking an experienced Training and Quality Deputy Director to lead the development and execution of training and quality assurance initiatives for its Call Center. The role focuses on preparing Customer Service Agents through comprehensive onboarding, continuous learning, and rigorous quality monitoring to drive superior customer satisfaction and operational excellence.

Key responsibilities

• Design, implement and continuously improve onboarding programs for new Customer Service Agents.
• Develop annual training plans, learning roadmaps and capability‑building strategies aligned with business objectives.
• Create and maintain governance frameworks, standards and policies for training and quality programs.
• Partner with Operations, Product, Compliance, Risk, Technology and HR to keep training content current.
• Monitor nesting performance, establish certification criteria and ensure timely deployment of training related to process, system and regulatory changes.
• Measure training effectiveness, knowledge retention and identify performance gaps through quality reviews and operational metrics.
• Develop targeted learning interventions and career development pathways for agents and supervisors.
• Lead the Quality Assurance function, define quality standards, calibration methods and scorecard frameworks.
• Monitor interactions across voice, digital and other channels, provide feedback and coaching to improve performance.

Required profile

• Bachelor’s degree in a relevant field (e.g., Business Administration, Human Resources, or related).
• Proven experience in training, quality assurance or performance management within a contact‑center environment.
• Strong understanding of customer metrics, compliance requirements and banking systems.
• Demonstrated ability to collaborate with cross‑functional teams and drive continuous improvement.

Required skills