About the Job

The Training and Quality Assurance Lead will be responsible for overseeing training initiatives by providing support and supervision, and ensuring production objectives and performance standards are met in accordance with IntouchCX and customer metrics. The ideal candidate will serve an active role in content creation for training policies, manuals, and other educational media to support learning and development initiatives. This role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.

As Training and Quality Assurance Lead, You Will…

Promote an inclusive learning setting, with a focus on employee engagement and retention

Provide coaching and development based on performance evaluations to direct reports

Analyze trainee performance and trends

Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

Meet deadlines set by the client for various tasks such as business reviews,



reporting obligations and project management

Demonstrate an understanding of HR and local labor regulations

Implement comprehensive professional development plans and training programs

Provide direction for new training and professional development initiatives

Uphold existing best practices of the training department, while developing and communicating new procedures as necessary

Read, audit, and analyze technical information for action and analysis

Manage admin and reporting tasks associated with the quality metrics

Assist in providing actionable insights to the Operations team and client

Partner with other support departments to achieve metric goals

Assist in reviewing and maintaining calibration scores among the QA team

Maintain and develop pertinent operational statistics, financial management information, and results reporting

Support Business Development Initiatives and contribute to the design and

📌 Training and Quality Assurance Lead (Hyderabad)
🏢 In Touch
📍 Hyderabad