Training And Quality - Manager

Job Title: Training & Quality Manager BPO

Job Summary:

The Training and Quality Manager is responsible for designing, implementing, and managing training programs and quality assurance frameworks to ensure high performance, customer satisfaction, and compliance with organizational standards in a BPO environment. This role focuses on continuous improvement of agent performance, process quality, and service delivery.

Key Responsibilities:

Training Management:

• Design and deliver onboarding (new hire) and ongoing training programs.
• Identify training needs through performance analysis and feedback.
• Develop training materials, SOPs, manuals, and e-learning modules.
• Conduct refresher sessions, soft skills, and product/process training.
• Evaluate training effectiveness through assessments and KPIs.

Quality Assurance:

• Develop and implement quality monitoring frameworks and scorecards.
• Conduct call audits, chat/email evaluations, and compliance checks.
• Analyze quality data to identify trends, gaps, and improvement areas.
• Provide actionable feedback and coaching to agents and team leaders.
• Ensure adherence to client SLAs, KPIs, and regulatory standards.

Performance Improvement:

• Collaborate with operations to improve agent productivity and quality.
• Drive continuous improvement initiatives (Lean, Six Sigma, etc.).
• Implement corrective and preventive action plans.

Team Management:

• Lead and mentor training and quality teams.
• Set goals, monitor performance, and conduct appraisals.
• Foster a culture of learning and quality excellence.

Stakeholder Management:

• Liaise with clients and internal stakeholders for training and quality alignment.
• Present reports, dashboards, and insights to senior management.
• Participate in client calibration sessions and audits.

Reporting & Analytics:

• Track key metrics such as CSAT, QA scores, FCR, AHT, and NPS.
• Prepare weekly/monthly reports on training effectiveness and quality performance.
• Use data to drive strategic decisions.

Required Skills & Competencies:

• Strong knowledge of BPO operations (voice/non-voice/blended).
• Expertise in quality frameworks and training methodologies.
• Excellent communication, presentation, and coaching skills.
• Analytical mindset with proficiency in reporting tools (Excel, dashboards).
• Familiarity with Lean, Six Sigma, COPC (preferred).
• Ability to manage multiple projects and stakeholders.

Qualifications:

• Any degree.
• 5 - 10 years of experience in BPO, with at least 23 years in a T&Q leadership role.

Key Performance Indicators (KPIs):

• Quality scores and compliance rates
• Training effectiveness (post-training performance improvement)
• Customer satisfaction (CSAT/NPS)
• Reduction in errors and rework
• Agent performance improvement metrics

Immediate Joiners preferred*

Walk-in -- Monday to Saturday (10 am to 6pm)

Venue and location

IMARQUE SOLUTIONS PRIVATE LIMITED(BPO) MaanSarovar Tower, 271A, Scheme Rd, Teynampet, Chennai, Tamil Nadu 600018 Landmark: Near Anna Arivalayam

HR Contact Person - Baskar - 9150488687