Training and Quality Manager – International BPO

Role Overview :

We are seeking a seasoned and strategic Training and Quality Manager to lead and oversee the Training and Quality Assurance functions for our International Voice BPO operations. This role demands a strong leader with a deep understanding of BPO metrics, compliance, performance enhancement strategies, and coaching methodologies.

Key Responsibilities :

Training Management :

• Design, implement, and enhance training modules for new hire, refresher, and process-specific programs.
• Collaborate with operations and clients to understand training needs and performance gaps.
• Conduct TNI / TNA (Training Needs Identification / Analysis) and deliver results-oriented training interventions.
• Drive learning effectiveness and knowledge retention through regular assessments and feedback loops.
• Ensure trainer readiness and facilitate train-the-trainer programs.

Quality Management :

Candidate Requirements :

Skills Required

Six Sigma, COPC