Job Description The Senior Manager, Quality will lead performance and compliance efforts across our contact centers in the Americas region. - Oversee all Training and Quality functions in the Americas region, ensuring alignment with business objectives and service standards. - Lead performance management and development efforts across regional training and quality initiatives. - Partner closely with Talent Acquisition to ensure onboarding success and rapid skill adoption for new hires. - Monitor quality assurance metrics and production audits to identify performance gaps and drive continuous improvement. - Represent Training & Quality in client-facing interactions, including QBRs, WBRs, and escalations, serving as the regional point of contact. - Deliver on all BAU expectations in training and quality while preparing for future growth. - Collaborate with cross-functional teams to foster a high-performance culture rooted in coaching, accountability, and development. - Travel across regional sites as needed (approximately 1 week/month), especially during initial ramp-up or alignment phases.