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Join our team as a Training cum Quality Manager where you will be responsible for overseeing both Learning & Development and Quality Assurance functions within the organization. This role ensures employees are well-trained, process-compliant, and consistently delivering high service standards. You will drive performance improvement initiatives, conduct audits, and build a culture of continuous learning and operational excellence.

Responsibilities:

- Design and deliver induction training, process training, and refresher programs.
- Develop and update training materials, SOPs, and quality guidelines.
- Conduct regular call audits, transaction monitoring, and quality evaluations.
- Provide structured feedback and coaching sessions to improve agent performance.
- Analyze quality scores and training effectiveness reports to identify improvement areas.
- Collaborate with Operations to bridge performance gaps through focused training interventions.
- Prepare and present weekly/monthly quality and training reports to management.
- Ensure compliance with client requirements and internal quality standards.
- Lead continuous improvement initiatives to enhance customer experience and productivity.





Mandatory Requirements:

- Immediate availability for joining.
- Excellent communication skills in Hindi and English.
- Minimum qualification: Bachelor’s degree in any relevant field.
- Minimum 12-15 years of experience in Training and/or Quality in BPO/Customer Support domain.
- Strong knowledge of QA tools, audit frameworks, and training methodologies.
- Excellent analytical, presentation, and coaching skills.
- Must be flexible and willing to travel between company locations as and when required.

Perks/Benefits:

- Qualified and growth-oriented work culture.
- Performance-based incentives.
- PF & ESIC benefits.
- Career advancement opportunities.

Salary

Based on experience and expertise.

About Us:

Established in 2012, Square Business Services Pvt Ltd is a fast-growing professional services company specializing in staffing, BPO operations, and customer experience management. With a workforce of 10,000+ employees, we are committed to delivering operational excellence and building strong talent pipelines across domains.

📌 Deputy General Manager - Training and Quality (Raipur)
🏢 Square Business Services
📍 Raipur