About the Job We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.

As Quality

Assurance/Training Manager, You Will… Proactively solicit and provide feedback by being honest and transparent

Plan, develop and implement comprehensive professional development and training plans

Promote an inclusive learning environment and facilitate staff meetings

Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development

Provide coaching to global staff in quality assurance and training to support superior performance Responsible for the effective selection, development, supervision, evaluation and training of direct reports

Perform routine audits and track call performance

Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers

Assist with or conduct training to keep the team updated on changes that may occur in information or procedures

Assign and monitor workload and performance of Trainers and Quality Analysts





Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations

Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned

Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate

Work with client and Operations Manager to perform corrective action

Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy As Quality Assurance/Training Manager, You Have… 3+ years of leadership experience, preferably in the customer service industry

Post-secondary education preferred

Demonstrated, progressive leadership and management skills, preferably in a contact center environment Experience leading teams in a global capacity

Experience working in a fast paced environment across multiple locations globally

Robust verbal and written communication skills

Exceptional organizational and time management skills – must be able to multitask and prioritize

Superior analytical skills, problem solving and decision making skills

Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)

Understanding of continuous improvement plans

Good understanding of business acumen

Independent thinker

Excellent presentation skills

📌 Quality Assurance and Training Manager (Hyderabad)
🏢 Intouch CX
📍 Hyderabad