Training And Quality Manager

Purpose: Build and run the training and quality framework for in-house and vendor teams so CX delivery is consistent, compliant and continuously improving.

Key responsibilities

• Own the end-to-end training roadmap: induction, nesting, upskilling, refreshers and leadership development.

• Manage trainers (including contract trainers) and the quality analyst team.

• Design the quality framework: audit forms, scoring, sampling, calibration cadence and fatal/non-fatal parameters, across in-house and vendor teams.

• Run calibrations with operations and vendors; ensure scoring consistency.

• Use quality and performance data to define training interventions and track their impact.

• Maintain the knowledge base and SOP library, and ensure process changes reach the floor quickly.

• Report on training effectiveness, quality trends, and top agent skill and process gaps.

KPIs: Quality score, calibration variance, time to proficiency, training effectiveness, new-hire attrition, knowledge-base accuracy.