Shane Cunningham

I’m a Senior Training & Quality Manager with 15+ years of experience driving workforce capability, service quality, and performance improvement across BPO, FinTech, Telecom, HR, and Technology domains. I specialize in training strategy, quality assurance, analytics, onboarding, stakeholder management, and process optimization.

At Concentrix, I spearheaded end-to-end training and Quality Assurance (QA) strategy for high-risk financial and telecom operations, ensuring alignment with organizational compliance standards. I designed structured learning journeys for new hires and tenured agents using instructional design and eLearning to close competency gaps.

I partner with Operations, Risk, and Compliance teams to drive error reduction initiatives using root-cause analysis (5 Whys). I manage the full QA lifecycle—regular audits, calibration sessions, and performance reviews—to maintain high accuracy and regulatory compliance, while improving investigation outcomes.

Previously, as a Team Manager (Trust & Safety / Google Cloud) for Cognizant Technology Solutions, I led training frameworks for Seller & Compensation Help Desk teams across Google Workspace, Dialog-flow, BigQuery, and Cloud Storage—improving agent proficiency through hands-on labs and assessments, which reduced on-boarding time and increased CSAT. I also built training programs at Movate and began my career at Hexaware Technologies BPS, including training 120+ staff on US background screening compliance and accuracy (FADV) and delivering international training roll-outs.