Director - Quality & Training Operations

Company Overview

Attentive.ai is a fast-growing vertical Software as a Service (SaaS) firm backed by leading global investors, including Insight Partners, InfoEdge Ventures, Vertex Ventures, Partners, Tenacity Ventures, and Peak XV (Surge). Fresh off our Series B raise and a proven foundation in our AI-based platform, Beam AI, we’re expanding into a fully automated software ecosystem with AI-powered workflows for estimating, bidding, and improving collaboration for the construction and field services industries across the US and Canada. Our mission is to help businesses automate preconstruction workflows, improve operations, and drive revenue through simple, powerful, industry-focused products.

Job Summary

We are looking for an experienced senior leader to build and own the Quality and Training function as an independent vertical within a high-volume delivery organization. This strategic, hands-on leadership role is designed for someone with a proven track record in building quality frameworks and capability development systems that drive measurable improvement rather than merely serving as oversight functions. The Director of Quality and Training will report directly to the VP of Operations and will be key in setting and enforcing quality standards, managing the new hire onboarding process, and creating a continuous improvement loop for training and capability development.

Responsibilities

• Quality Assurance:

  • Define and own the quality framework across all delivery functions, including defect classification standards, review protocols, and escalation thresholds.
  • Design and implement a risk-based Quality Assurance (QA) model to allocate review effort proportionate to complexity and job risk.
  • Ensure quality data integrity, maintaining clean and consistent defect data for performance reporting.
  • Lead monthly quality reviews with senior delivery managers to identify error patterns and implement corrective action plans.
  • Manage customer-facing quality escalations, performing root cause analysis and reporting on corrective actions.
  • Build and manage the QA team structure, including hiring, onboarding, and performance management.

• Training and Capability Development:

  • Oversee the new hire pipeline from onboarding to productivity, including structured training and certification assessments.
  • Define expected output benchmarks at each stage of onboarding and hold training accountable to achieving them.
  • Maintain an up-to-date training Standard Operating Procedure (SOP) and curriculum library.
  • Create a feedback loop between QA findings and training content, ensuring that recurring errors inform curriculum updates.
  • Manage the trainer team, setting delivery standards and maintaining the certification framework.

• Leadership and Governance:

  • Represent Quality and Training in senior leadership reviews, presenting trends, performance metrics, and open risks.
  • Establish consistent quality and certification standards across all business units.
  • Forecast capacity needs for the Quality and Training vertical and inform hiring decisions.
  • Partner with Management Information Systems (MIS) for real-time visibility into quality and training performance across the organization.

Qualifications

• 12 to 18 years of experience in operations, quality, or training leadership roles within a Business Process Outsourcing (BPO), outsourcing, or high-volume data services environment.
• Demonstrated success in building quality frameworks that improve first-time-right rates and reduce customer-reported error rates.
• Experience in managing large-scale onboarding and certification programs, including ramp curves and assessments.
• Proven ability to enforce a feedback loop between quality monitoring and training to prevent recurrence of errors.
• Strong people leadership experience, managing teams of 30 to 100+ across QA and training functions.
• A data-driven approach to quality and training management with proficiency in using quality dashboards.
• Executive presence with the ability to engage at the VP and C-suite levels regarding quality and training matters.
• Lean Six Sigma Green Belt or above with practical delivery experience.

Preferred Skills

• Background in technical or knowledge-process outsourcing where quality requires domain judgment rather than rule-based checking.
• Experience in designing incentive or recognition frameworks tied to quality and training outcomes.
• Exposure to AI-assisted or platform-driven environments and their quality control implications.
• Prior experience in successfully integrating separate quality and training functions.
• Knowledge or certification in Lean Six Sigma Green Belt (LSSGB) and Lean Six Sigma Black Belt (LSSBB).

Experience

Candidates should have a minimum of 12 to 18 years of relevant experience in quality and training leadership roles within high-volume operational environments.

Environment

This role is based in Noida and involves working in a dynamic, fast-paced delivery environment with a focus on high-quality outputs and employee development.

Salary

Salary details are not specified.

Growth Opportunities

Opportunities for career advancement are expected within the organization, particularly in leadership roles or specialized functions related to quality and training.

Benefits

Benefits are not specified.