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Training and Quality Manager – International BPO

Training and Quality Manager – International BPO

ConfidentialNoida, Gurgaon / Gurugram
15 days ago
Job description

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 :

  • Establish and implement quality assurance strategies aligned with client expectations and business goals.
  • Define audit frameworks and monitor process performance through call audits, compliance checks, and RCA.
  • Lead a team of Quality Analysts to ensure rigorous performance tracking and actionable feedback to agents.
  • Manage calibration sessions with stakeholders and ensure scoring alignment.
  • Report quality trends and recommend process improvements.
  • Team Leadership & Governance :
  • Lead a team of trainers and quality analysts across multiple processes.
  • Drive performance, engagement, and development of team members.
  • Work closely with operations and support teams to deliver on SLAs and KPIs.
  • Participate in client interactions, governance calls, and performance reviews.

    • Candidate Requirements :

  • Minimum 8 years of experience in an International BPO, with at least 3 years in a managerial role handling both Training and Quality.
  • Strong understanding of customer service metrics, call quality, BPO training frameworks, and performance management.
  • Excellent communication, presentation, and stakeholder management skills.
  • Flexible to work in rotational shifts and rotational week offs.
  • Bachelor's degree (mandatory); certifications in Six Sigma, COPC, or training (preferred).

    • Skills Required

    Six Sigma, COPC

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