Training Manager – Learning, Quality, Knowledge & AI Enablement

About the role

We are seeking a highly driven professional to lead Learning, Quality, Knowledge Management and AI Enablement for GIVA’s Customer Support team in Jaipur. The role combines traditional training ownership with process excellence and the adoption of AI‑enabled capabilities to boost agent performance and customer experience.

Key responsibilities

• Own end‑to‑end learning strategy, design and deliver onboarding, refresher, behavioural and product training for support agents.
• Develop competency frameworks, learning journeys and track training effectiveness through assessments and certifications.
• Lead the Quality function across all support channels, create scorecards, audit mechanisms and conduct calibration sessions.
• Identify quality gaps, analyse root causes and implement corrective action plans to improve customer experience.
• Build and maintain a robust knowledge management system, author SOPs, playbooks, FAQs and troubleshooting guides.
• Champion AI‑enabled tools in learning, quality assurance and knowledge access, working with technology and transformation teams.

Required profile

• Strong analytical and operational maturity with a proven change‑management track record.
• Experience driving behavioural and operational transformation in a customer‑support environment.
• Ability to translate emerging technologies into practical business outcomes.
• Excellent communication and stakeholder‑management skills.

Required skills