Quality & Training Market Lead

About the role

The Quality & Training Market Lead will act as the strategic bridge between high‑level policy and on‑the‑ground execution, ensuring safety policies are applied accurately at scale across markets. You will lead a team of specialists, drive systemic risk mitigation, and innovate quality frameworks using data and automation.

Key responsibilities

• Strategic governance and risk oversight: identify systemic risks, collaborate with Policy teams, and resolve complex edge cases.
• Data strategy and root‑cause analysis: lead cross‑functional RCA for major quality defects and produce executive summaries for stakeholders.
• Team leadership and capability development: mentor Quality & Training Specialists, conduct shadow audits and calibration sessions.
• Quality program innovation: redesign processes, leverage AI/automation, and shift from fixed audits to dynamic sampling.
• Stakeholder collaboration: work with Policy, Operations, BPO QA, and Training teams to embed real‑world insights into curricula.
• Predictive risk assessment: create quarterly threat outlooks for seasonal events and standardize successful local practices globally.
• Training governance: identify capability gaps, set training priorities, and monitor post‑training performance.

Required profile

• Minimum 3 years of experience managing high‑performing quality or operational teams.
• Proven expertise in data‑driven analysis and leading complex RCA initiatives.
• Ability to translate raw quality metrics into strategic recommendations.
• Willingness to work shifts, weekends and public holidays as operational needs dictate.

Required skills

What we offer

• Opportunity to shape quality strategy at a market level.
• Collaborative environment with cross‑functional teams.
• Exposure to AI‑driven quality automation.