Role Summary:

We are looking for an experienced Assistant Manager / Team Lead - Training & Quality to drive learning effectiveness, quality governance, compliance, and continuous improvement across operations. The ideal candidate should have strong experience in managing teams, handling training and quality functions, and collaborating with stakeholders. Candidates from the BFSI industry will be preferred.

Key Responsibilities:

1.Training Management

- Manage end-to-end New Hire Training (NHT) programs and ensure training throughput.
- Drive First Pass Accuracy (FPA) and improve learning effectiveness.
- Monitor post-training performance, productivity, and quality metrics.
- Design, update, and maintain training content, SOPs, and process documentation.
- Conduct refresher sessions, workshops, and knowledge enhancement programs.
- Analyze training outcomes and implement improvement initiatives.
- Partner with Operations, Quality, and HR teams to enhance employee performance.
- Lead trainer capability development and succession planning.
- Manage training calendars, batch planning, and stakeholder communication.

2.Quality Management

- Lead quality audits, compliance reviews, and governance activities.
- Monitor operational performance and identify quality improvement opportunities.
- Conduct Root Cause Analysis (RCA) and recommend corrective and preventive actions.
- Drive calibration sessions and quality framework adherence.
- Publish quality dashboards, MIS reports, and business insights.
- Ensure adherence to client requirements, regulatory standards,



and information security guidelines.
- Lead process improvement and quality enhancement initiatives.
- Coach and mentor Quality Analysts and support Operations teams.
- Drive customer experience, NPS, and process excellence programs.
- Manage team performance, engagement, productivity, and attrition.

Required Skills:

- Team Management & Leadership
- Training Delivery & Facilitation
- Learning Needs Analysis
- Quality Management Systems
- Audit & Compliance Management
- Coaching & Mentoring
- Root Cause Analysis (RCA)
- Data Analytics & MIS Reporting
- Process Improvement
- Stakeholder Management
- Robust Communication & Presentation Skills
- Advanced Excel, PowerPoint, and Reporting Skills

Eligibility Criteria:

- Graduation is mandatory.
- Minimum 2-5 years of relevant experience in Training and/or Quality functions.
- Proven experience in managing teams is mandatory.
- Experience in Training & Quality operations within BPO/Shared Services/BFSI environments.
- BFSI industry experience preferred.
- Strong analytical, problem-solving, and stakeholder management abilities.

Preferred Candidate Profile

- Experience in handling both Training and Quality functions.
- Ability to lead high-performing teams and drive business outcomes.
- Strong exposure to process improvement, performance management, and operational excellence initiatives.

Shift: Fixed Day Shift

Industry Preference: BFSI

Education: Graduation Mandatory

Regards,

Ruchita Kanani [email protected]

📌 Assistant Manager / Team Lead - Training & Quality_Startek, Ghansoli (Navi Mumbai)
🏢 STARTEK Aegis Customer Support Services
📍 Navi Mumbai