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Team Leader – Training & Quality Governance – Ecommerce – Kolkata, India

Fusion CX -
Salt Lake, Kolkata, West Bengal

Apply Now

Job details

Qualifications

Microsoft Powerpoint
Microsoft Word
Microsoft Excel
Visio
Microsoft Office
Presentation skills
Classroom experience
Leadership

Full job description

Are you exploring QA leadership roles or team leader jobs in Kolkata within training and quality governance functions? Fusion CX is hiring a Team Leader to lead training execution, quality governance, and performance readiness for a premium e-commerce support program. This work-from-office (WFO) role is ideal for professionals with strong training leadership experience, cross-functional coordination skills, and a structured approach to capability building and quality compliance.

Job Description:

About the Role

As a Team Leader – Training & Quality Governance, you will manage a team of trainers and oversee end-to-end training delivery, nesting governance, and quality enablement. The role focuses on training effectiveness, operational readiness, stakeholder coordination, and continuous improvement to ensure teams meet defined throughput, quality, and compliance standards.

Key Responsibilities

Lead and manage a team of trainers supporting a premium customer support program
Plan, design, and deliver end-to-end training programs aligned with operational requirements
Prepare and update training materials, presentations, and reference documentation
Conduct Training Needs Analysis (TNA) in coordination with multiple lines of business
Generate training, throughput, and performance reports for internal and client stakeholders
Provide floor support during training, nesting, and transition phases as per process needs
Govern nesting compliance and ensure readiness benchmarks are met
Drive BQM programs and quality governance activities linked to training outcomes
Conduct feedback sessions and refresher trainings based on performance gaps
Maintain defined throughput targets and training productivity benchmarks
Lead Train-the-Trainer (TTT) programs and act as a subject matter resource for trainers
Coordinate with Operations, Quality, and other stakeholders to resolve training-related issues
Conduct regular meetings with different LOBs to address concerns and implement action plans

Responsibilities may evolve based on business requirements.

Job Requirements:

Education

Graduation from a recognized university

Experience & Skills

Prior experience leading trainers or training teams in a contact center or CX environment
Strong written, verbal, and presentation skills
Proficiency in MS Office tools, including Word, Excel, PowerPoint, and Visio
Experience in designing training content and facilitating classroom and floor-based learning
Strong coordination and stakeholder management skills across operations and quality teams
Ability to manage multiple priorities and deliver under defined timelines
Data-driven mindset with experience in reporting and performance tracking
Close attention to quality, compliance, and training governance standards

Work Mode

Work From Office (WFO)
Kolkata location

Why Join Fusion CX?

Fusion CX offers a structured, performance-driven environment where training leaders play a critical role in building operational capability and quality excellence. In this role, you will work closely with cross-functional teams, influence training strategy, and contribute directly to service consistency and customer experience outcomes.

If you are searching for quality team leader jobs in Kolkata, QA leadership roles in customer experience operations, or quality-focused training positions, this opportunity at Fusion CX provides scope, ownership, and long-term career growth.

Apply Now

Refine Your Search

Team Leader – Training & Quality Governance – Ecommerce – Kolkata, India

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