Training and Quality Manager

Roles and Responsibilities :

• Conduct regular call audits to ensure compliance with quality standards and identify areas for improvement.
• Develop and implement effective training programs to enhance customer service skills of agents.
• Collaborate with team leaders to monitor agent performance, provide feedback, and coach them to meet targets.
• Analyze data from call recordings to measure agent performance against key metrics such as first-call resolution rate.

Job Requirements :

• 5-10 years of experience in a BPO or call center environment.
• Strong knowledge of call calibration, call monitoring, call quality, domestic BPO operations.
• Proven track record in conducting quality audits and implementing corrective actions.