Assistant Manager Quality & Training

Role & responsibilities

Quality & Operations Leadership

• Lead, mentor, and drive performance for the Quality & Training team, including QA Analysts and Trainers.
• Partner with CX and Operations leadership to align Quality and Training strategies with business objectives.
• Track, analyse, and report key operational metrics including CSAT, FCR, AHT, audit accuracy, and escalation rates.
• Drive a culture of continuous improvement through structured governance, reviews, coaching, and action plans.

Quality Assurance & Analytics

• Manage and optimize AI-driven quality audit platforms and automated audit mechanisms to improve audit coverage and maintain high audit accuracy (>85%).
• Design, implement, and continuously update Quality Evaluation Formats (QEFs) and SOP guidelines for Voice, Chat, and Email channels.
• Drive AHT and efficiency improvement through targeted coaching, audit insights, and Root Cause Analysis (RCA), without compromising resolution quality.
• Conduct regular internal and cross-functional calibration sessions with Operations, Operations Managers, and Trainers to ensure consistent evaluations.
• Establish a structured feedback mechanism, create agent-level improvement plans, and track post-coaching performance progression.

Learning & Development (Training)

• Plan, execute, and govern end-to-end onboarding training waves for new advisors covering product features, application workflows, soft skills, and SOPs.
• Manage agent readiness, including user ID creation, role provisioning, and required platform/tool access before classroom and Nesting phases.
• Develop and maintain training modules, SOPs, knowledge-base articles, assessment frameworks, and visual learning content.
• Identify process gaps, repeated advisor errors, and product/process updates to launch targeted refresher and upskilling programs.
• Ensure high training throughput, minimal batch leakage, and strong Nesting/OJT readiness before handover to Operations.

Performance, Governance & Continuous Improvement

• Use audit and operational data to identify trends, recurring defects, and improvement opportunities.
• Drive structured RCA using methods such as Fishbone and 5 Whys and convert findings into actionable improvement plans.
• Monitor training effectiveness through assessments, nesting performance, quality scores, and post-training performance trends.
• Ensure timely implementation of SOP, product, process, and policy updates across the training and quality ecosystem.
• Maintain strong governance on audit processes, scoring methodologies, calibration, and fatal-error definitions across Voice and Non-Voice channels.

Core Skill Set Requirements

A. Quality Assurance Skill Set

• AI-Assisted Quality Tools: Hands-on experience with AI-based quality audit and analytics platforms, automated transcript auditing, and prompt/rule optimization.
• Data Analytics & RCA: Strong command of Root Cause Analysis techniques such as Fishbone and 5 Whys, with advanced Excel/Google Sheets dashboarding.
• Audit Governance: Strong understanding of transaction monitoring frameworks, scoring methodologies, and fatal-error definitions across Voice and Non-Voice channels.
• Efficiency Management: Proven ability to improve AHT and FCR through data-backed quality interventions and coaching.

B. Training & Development Skill Set

• Instructional & Wave Planning: Ability to structure onboarding waves, daily learning agendas, assessments, tool-access readiness workflows, and nesting gate criteria.
• Adult Learning Principles: Ability to facilitate engaging classroom and virtual sessions using interactive learning techniques and real-world scenarios.
• Content Creation: Strong capability in creating clear SOP documentation, visual training guides, assessments, and evaluation quizzes.
• Performance Coaching: Ability to diagnose skill vs. will gaps and provide actionable, constructive feedback that drives behavioural change.

Preferred candidate profile

• 47 years of total experience in BPO, Customer Experience, Quality, Training, or high-growth startup environments, with at least 2–3 years in a Quality & Training leadership or blended role.
• Bachelor’s degree in any discipline, or equivalent practical experience.
• Advanced proficiency in Microsoft Excel / Google Sheets, CX ticketing systems, and AI Quality Management tools.
• Excellent verbal and written communication skills in English and Hindi, with strong stakeholder management capability.