The Training & Quality Manager is a pivotal mid-level leadership role responsible for designing, driving, and sustaining excellence across both the Learning & Development (L&D) and Quality Assurance (QA) functions within the contact centre. The incumbent will own the full training lifecycle — from new hire onboarding to continuous upskilling — while simultaneously managing quality monitoring, calibration, and process improvement initiatives to ensure consistent, superior customer experience delivery.
This role demands a data-driven, process-oriented professional who can seamlessly bridge people development with operational performance metrics, coaching teams to achieve and sustain targets across CSAT, AHT, FCR, and compliance benchmarks.
KEY RESPONSIBILITIES
1. Training Design & Delivery
- Design, develop, and continuously update training modules for new hire onboarding, product/process training, soft skills, and refresher programmes.
- Deliver engaging classroom, virtual, and on-the-job training sessions across all agent and team leader cohorts.
- Partner with Operations and SMEs to translate process changes into structured training interventions within agreed turnaround timelines.
- Build and maintain a Training Needs Analysis (TNA) framework to identify skill gaps and prioritise training interventions.
- Maintain a comprehensive training calendar, ensure 100% coverage, and track Training Effectiveness Index (TEI) scores.
2. Quality Assurance & Monitoring
- Manage end-to-end QA operations: call/chat/email audits, quality scoring, feedback, and trend reporting.
- Define, review, and update Quality frameworks (scorecards, audit parameters, calibration guidelines) in line with client SLAs.
- Conduct regular calibration sessions with team leaders, and Business stakeholders to ensure scoring consistency.
- Drive root cause analysis (RCA) for quality failures and implement structured corrective action plans (CAPs).
- Publish weekly and monthly quality dashboards for Operations, Client, and Leadership review.
3. Coaching & Performance Development
- Build and execute a structured coaching framework for QA analysts and trainers to enhance their assessment and facilitation capabilities.
- Provide floor coaching support to agents identified through quality audits and performance data.
- Facilitate post-training support through nesting, buddy programmes, and performance check-ins during the ramp phase.
- Work closely with Team Leaders on individual development plans (IDPs) for bottom-quartile performers.
4. Process Improvement & Compliance
- Lead and contribute to continuous improvement projects (Lean, Six Sigma, or equivalent) aimed at reducing defects, error rates, and repeat contacts.
- Ensure all training content and QA processes are compliant with client contractual requirements, regulatory standards, and data privacy guidelines.
- Participate in client audits, governance meetings, and business reviews as the L&D and QA subject matter expert.
- Maintain an updated SOPs and knowledge management repository accessible to all stakeholders.
5. People & Stakeholder Management
- Lead a team of trainers and quality analysts; manage performance, scheduling, and career development.
- Act as a key liaison between Operations, HR, IT, and Client teams on all training and quality matters.
- Collaborate with the Talent Acquisition team to support hiring decisions, skills assessments, and onboarding design.
- Represent the Training & Quality function in periodic business reviews and client governance calls.
QUALIFICATIONS & EXPERIENCE
Mandatory Requirements
- Graduate in any discipline (Bachelor's degree or equivalent).
- 5-8 years of total experience in BPO / contact centre operations, with a minimum of 2 years in a Training and/or Quality management role.
- Demonstrated experience managing end-to-end training delivery: onboarding, process, product, and soft skills.
- Hands-on experience in QA frameworks, call auditing, calibration, and quality reporting.
- Strong command of MS Office Suite (Excel, PowerPoint); proficiency in quality tracking tools or LMS platforms.
- Exceptional communication skills — both written and verbal — with confidence in facilitation and stakeholder presentations.
Preferred / Advantageous
- Certification in Training (CPTD, TTT, or equivalent) and/or Quality (Six Sigma Green Belt, COPC, ISO 9001 internal auditor).
- Experience working with international clients or in a multilingual / multicultural BPO environment.
- Familiarity with WFM tools, speech analytics platforms, or CRM systems (Salesforce, Zendesk, Freshdesk).
- Exposure to Lean / Six Sigma process improvement methodologies.
- Prior experience leading a team of trainers and/or QA analysts.
CORE COMPETENCIES
Leadership & People Skills
Team leadership & coaching
Conflict resolution & feedback delivery
Cross-functional stakeholder management
Change management & adaptability
Functional & Analytical Skills
Data analysis & quality reporting
Instructional design & adult learning principles
Root cause analysis & problem solving
Process documentation & SOP management
Pay: Up to ₹700,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Leave encashment
- Paid sick time
- Provident Fund
Work Location: In person
