TRAINING AND QUALITY MANAGER

The Training and Quality Manager is responsible for leading the development, implementation, and continuous improvement of training and quality assurance programs within a BPO environment. This role ensures that all customer-facing and support teams are equipped with the necessary skills, knowledge, and competencies to meet client expectations, service level agreements (SLAs), and organizational standards. The role also drives performance excellence through data-driven insights, coaching strategies, and quality frameworks.

Key Responsibilities

Training Management

• Design, develop, and implement comprehensive training programs for new hires and existing employees.
• Oversee onboarding, refresher, and upskilling training initiatives aligned with business needs.
• Evaluate training effectiveness through assessments, performance metrics, and feedback.
• Partner with Operations and clients to identify training needs and gaps.
• Ensure all training materials are updated, relevant, and aligned with process changes.

Quality Assurance Management

• Develop and manage quality assurance frameworks, scorecards, and evaluation processes.
• Monitor and analyze customer interactions to ensure compliance with company and client standards.
• Lead calibration sessions with internal stakeholders and clients to ensure scoring alignment.
• Identify performance trends and recommend actionable improvements.
• Ensure adherence to regulatory and compliance requirements.

Performance Improvement & Coaching

• Collaborate with Operations leaders to drive performance improvement initiatives.
• Implement coaching strategies based on quality and performance data.
• Support the development of team leaders and trainers in coaching methodologies.
• Drive a culture of continuous improvement and accountability.

Stakeholder Management

• Act as the primary point of contact for training and quality-related matters with clients.
• Present performance reports, insights, and action plans to stakeholders.
• Work closely with HR, Operations, and other departments to align on business goals.

Reporting & Analytics

• Generate and analyze reports on training effectiveness, quality scores, and performance trends.
• Utilize data to provide insights and recommendations to improve overall service delivery.
• Track key metrics such as CSAT, QA scores, AHT, FCR, and training pass rates.

Team Leadership

• Lead, mentor, and develop a team of trainers and quality analysts.
• Set clear goals, KPIs, and performance expectations for the team.
• Conduct regular performance reviews and provide ongoing feedback.
• Foster a high-performance and collaborative team environment.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Psychology, or a related field.
• Proven experience in a BPO environment with exposure to both training and quality functions.
• Strong understanding of call center operations, KPIs, and customer experience metrics.
• Experience managing teams (trainers and/or QA analysts).
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Office and reporting tools.

Preferred Qualifications

• Experience in Travel and Hospitality accounts (e.g., airlines, online travel agencies, GDS platforms) is highly preferred.
• Background with leading BPO organizations such as IGT and WNS is a strong advantage.
• Certifications in Training, Quality, Lean Six Sigma, or related fields.
• Knowledge of e-learning tools and learning management systems (LMS).

Key Competencies

• Leadership and people management
• Analytical thinking and data-driven decision-making
• Communication and influencing skills
• Process improvement and problem-solving
• Customer-centric mindset

Work Environment

• Fast-paced BPO/Contact Center environment
• May require shifting schedules and extended hours based on business needs