Senior Operations Coordinator for Contact Center Quality and Training

Role Summary

We seek a highly motivated, detail-oriented, and passionate individual to strengthen our Contact Center Training & Quality Assurance function. The ideal candidate will play a key role in staff on-boarding, training delivery, quality assurance, and performance monitoring, ensuring operational readiness and continuous service improvement.

Key Responsibilities

• Coordinate recruitment-related activities in collaboration with the HR team and external recruitment agencies.
• Plan, deliver, and evaluate on-boarding, refresher, and training programs for Contact Center staff.
• Maintain accurate training records, assessments, certifications, and deployment readiness updates.
• Conduct call audits, analyze QA trends, and initiate corrective and improvement actions.
• Provide structured coaching, documented feedback, and performance improvement recommendations to agents.
• Prepare and submit accurate and timely reports on recruitment status, training outcomes, quality scores, and complaint trends.
• Support process improvements and cross-functional coordination to continuously enhance customer experience and service standards.

Qualifications & Experience

• GCE A/L with three passes or a relevant banking qualification.
• Minimum 2-3 years' experience in a Call Center environment with an exposure to Training, Quality Assurance, or a team-lead role.

Salary & Benefits

Rewards and remuneration commensurate with qualifications, competencies, and abilities, with a well-defined career path awaiting those with ambition, motivation, and a willingness to perform.

How to Apply

Please e-mail your CV together with contact details of two non-related referees indicating the position applied for in the "Subject" line of the e-mail to careers@cdb.lk.