Training Manager

Manager – Learning, Quality, Knowledge & AI Enablement

Location: Jaipur, Rajasthan

Department: Customer Support

Company: GIVA

About the Role

We are looking for a highly driven, sharp-minded, and transformation-focused professional to lead

Learning, Quality, Knowledge Management, and Process Excellence within GIVA’s Customer Support

function.

This role goes beyond traditional Training & Quality ownership. The ideal candidate will play a pivotal

role in building high-performing support teams, driving behavioural and operational transformation,

establishing robust quality standards, creating scalable knowledge systems, and influencing process

improvements across the organization.

As GIVA continues to adopt emerging technologies, this role will also champion the implementation and

adoption of AI-enabled capabilities within Learning, Quality Assurance, Knowledge Management, and

Agent Development. Working closely with central technology and transformation teams, the individual

will help translate AI capabilities into practical business outcomes that improve learning effectiveness,

coaching quality, agent performance, and knowledge accessibility.

The role demands strong analytical thinking, operational maturity, change management capability, and a

natural inclination towards leveraging technology, automation, and AI to build scalable and future-ready

support operations.

Key Responsibilities

Learning & Capability Development

● Own the end-to-end learning and development strategy for Customer Support teams.

● Design, develop, and execute onboarding, refresher, behavioural, process, product, and

functional training programs.

● Drive agent transformation through structured coaching, capability building, and performance

improvement interventions.

● Build competency frameworks and learning journeys across support roles.

● Track training effectiveness through measurable outcomes, assessments, certification programs,

and feedback loops.

● Establish a culture of continuous learning and development across the function.

Quality Management & Governance

● Lead the Quality function across all Customer Support channels.

● Develop and manage quality frameworks, scorecards, audit mechanisms, and governance

models.

● Conduct regular calibration sessions within Customer Support and with cross-functional

stakeholders to ensure alignment and consistency.

● Identify quality gaps, behavioural patterns, customer pain points, and root causes, and drive

corrective action plans.

● Generate actionable insights from quality audits and customer interactions to improve customer

experience and operational performance.

● Continuously evolve quality standards to align with business goals and customer expectations.

Knowledge Management & Content Excellence

● Create and maintain a robust knowledge management framework for Customer Support.

● Develop, document, and continuously enhance SOPs, playbooks, workflows, FAQs,

troubleshooting guides, and process repositories.

● Ensure all knowledge assets remain current, accurate, standardized, and easily accessible.

● Drive governance around knowledge creation, review, maintenance, and adoption.

● Improve knowledge accessibility and agent self-service capabilities through structured content

management practices.

Process Transformation & Cross-Functional Excellence

● Actively drive process improvements and transformation initiatives across Customer Support and

cross-functional teams.

● Collaborate with Operations, Product, Technology, Retail, Logistics, and other stakeholders to

streamline organizational processes.

● Build scalable operational practices that improve both customer and employee experience.

● Identify process gaps and inefficiencies and drive structured improvement initiatives.

● Lead root-cause analysis exercises and implement sustainable solutions.

AI-Enabled Learning, Quality & Knowledge Excellence

● Drive the adoption of AI-enabled capabilities within Learning, Quality Assurance, Knowledge

Management, and Agent Development functions.

● Partner with central transformation, product, and technology teams to implement AI-powered

solutions that enhance learning effectiveness, coaching quality, knowledge accessibility, and

agent performance management.

● Leverage AI-powered quality monitoring and evaluation tools to improve audit coverage,

consistency, and actionable insights.

● Drive implementation of AI-enabled learning solutions such as interactive training bots, virtual

coaches, personalized learning journeys, simulation-based learning, and automated

assessments.

● Continuously enhance knowledge management practices through AI-assisted content creation,

knowledge discovery, search optimization, and content maintenance.

● Explore opportunities to improve coaching effectiveness through conversation intelligence,

performance analytics, and automated feedback mechanisms.

● Act as the business owner for AI-enabled Learning, Quality, and Knowledge Management

initiatives, ensuring successful rollout, stakeholder adoption, and measurable impact.

● Build awareness and capability within the Customer Support function to effectively utilize

AI-powered learning and quality tools.

● Stay updated on emerging technologies and industry best practices related to Learning, Quality

Assurance, Knowledge Management, and workforce enablement.

Desired Candidate Profile

Must Have

● 3–5 years of experience in Training, Quality, Knowledge Management, Process Excellence,

Customer Support Operations, or related functions.

● Strong exposure to Customer Support, Contact Center, Customer Experience, or Service

Operations environments.

● Demonstrated experience in training transformation, quality governance, process creation, SOP

development, and capability building.

● Strong stakeholder management and cross-functional collaboration skills.

● Highly analytical and structured thinker with excellent problem-solving ability.

● Strong documentation, communication, facilitation, and coaching skills.

● Proven track record of driving operational improvement and change management initiatives.

● Self-starter with a bias for ownership, execution, and continuous improvement.

Preferred Qualifications

● Strong interest in leveraging AI and technology to enhance learning, quality assurance,

knowledge management, and agent performance.

● Comfortable working with technology, product, and transformation teams to implement

AI-enabled solutions.

● Exposure to AI-powered quality management platforms, learning management systems,

conversation intelligence tools, knowledge management platforms, or workforce enablement

solutions.

● Experience driving technology adoption, learning transformation, quality transformation, or

knowledge management initiatives.

● Prior experience in e-commerce, retail, D2C, marketplace, or high-growth organizations will be

an advantage.

What Success Looks Like

● High-performing Customer Support teams with strong learning and capability frameworks.

● Consistent and measurable improvements in quality scores and customer experience metrics.

● Well-governed, scalable, and easily accessible knowledge management systems.

● Strong adoption of AI-enabled learning, coaching, quality, and knowledge management

capabilities.

● Continuous process improvements that enhance operational efficiency and support team

effectiveness.

● A culture of accountability, continuous learning, operational excellence, and innovation within

the Customer Support function.