Training and Quality Manager

Manager Quality & Training

Location Indore

About the Role

Manager – Quality & Training to lead the Quality & Training charter for our Indore center. This is

a hands-on leadership role responsible for the full team of quality auditors and trainers, for

driving stakeholder alignment across functions, and for embedding AI into everyday quality and

training workflows. The ideal candidate combines strong people leadership with deep audit and

training expertise, and is comfortable using AI tools to build SOPs, training content, and audit

frameworks at speed.

Key Responsibilities:

1. Team & People Management

• Lead, mentor and manage the entire Quality & Training team at the Indore center,

including QA auditors and trainers.

• Drive performance management, capability building, and career development for direct

reports.

• Build a strong, accountable team culture with clear ownership of quality and training

outcomes.

1. Stakeholder & Feedback Management

• Proactively and continuously collect feedback from all relevant stakeholders (Sales,

Operations, Clinical, Leadership).

• Attend all stakeholder meetings and represent the Quality & Training function.
• Conduct regular joint working sessions with cross-functional teams to close feedback

loops.

• Conduct structured one-on-one meetings with team members to track development and

resolve concerns.

1. Quality Audits & Training Delivery

• Plan, execute and review quality audits across calls/processes; identify gaps and drive

corrective action.

• Own end-to-end training delivery — new hire induction, refresher training, and process

upskilling.

• Ensure consistent SOP adherence and drive a zero-tolerance approach to critical

compliance breaches.

AI-Enabled Quality & Training

AI is core to this role: Quality and Training at MediBuddy is moving to be significantly AI-

oriented. The candidate must be comfortable using AI tools as part of daily work, with no

hiccups in adoption or execution.

• Use AI tools to generate and maintain SOPs that are accurate, current and easy to follow.
• Build training modules and training agendas using AI-assisted content creation.
• Design, build and maintain audit forms, iterating them as processes evolve.
• Identify opportunities to bring AI into other Quality & Training workflows (reporting,

dashboards, content refreshes).

Reporting & Process Improvement

• Track and present audit and training MIS/dashboards to leadership on a regular cadence.
• Conduct root cause analysis on recurring quality issues and drive closure of action items.

Required Skills & Qualifications

• Strong command of English and Hindi — written and verbal — is mandatory.
• Prior hands-on experience in quality audits and training, ideally in a BPO, Inside Sales, or

healthcare/voice process environment.

• Proven experience managing and developing a team — strong people management skills

are essential.

• Very good command of AI tools, with the ability to use them confidently for SOP creation,

training content, and audit form design.

• Demonstrated experience creating and maintaining SOPs, training modules, training

agendas, and audit forms.

• Strong stakeholder management skills, with the ability to run structured meetings, working

sessions, and one-on-ones.

• Strong analytical and problem-solving ability — comfortable working with quality/audit data

and MIS reporting.

• Excellent verbal and written communication and presentation skills.
• Graduate degree required; MBA or equivalent is preferred.

Good to Have

• Experience with LMS/e-learning platforms and digital training content design.
• Familiarity with CRM and call-quality tools used in Inside Sales (dialers, CRM, QA

scorecards).

• Experience designing structured onboarding/induction journeys for new hires.
• Exposure to process improvement frameworks (RCA, CAPA, Six Sigma basics).
• Experience managing geographically distributed teams across multiple centers.
• Prior experience in the healthcare, insurance, or healthtech domain.