Job Title: Training & Quality Manager BPO

Job Summary:

The Training and Quality Manager is responsible for designing, implementing, and managing training programs and quality assurance frameworks to ensure high performance, customer satisfaction, and compliance with organizational standards in a BPO environment. This role focuses on continuous improvement of agent performance, process quality, and service delivery.

Key Responsibilities:

Training Management:

- Design and deliver onboarding (new hire) and ongoing training programs.
- Identify training needs through performance analysis and feedback.
- Develop training materials, SOPs, manuals, and e-learning modules.
- Conduct refresher sessions, soft skills, and product/process training.
- Evaluate training effectiveness through assessments and KPIs.

Quality Assurance:

- Develop and implement quality monitoring frameworks and scorecards.
- Conduct call audits, chat/email evaluations, and compliance checks.
- Analyze quality data to identify trends, gaps, and improvement areas.
- Provide actionable feedback and coaching to agents and team leaders.
- Ensure adherence to client SLAs, KPIs, and regulatory standards.

Performance Improvement:

- Collaborate with operations to improve agent productivity and quality.
- Drive continuous improvement initiatives (Lean, Six Sigma, etc.).
- Implement corrective and preventive action plans.

Team Management:

- Lead and mentor training and quality teams.
- Set goals, monitor performance, and conduct appraisals.
- Foster a culture of learning and quality excellence.





Stakeholder Management:

- Liaise with clients and internal stakeholders for training and quality alignment.
- Present reports, dashboards, and insights to senior management.
- Participate in client calibration sessions and audits.

Reporting & Analytics:

- Track key metrics such as CSAT, QA scores, FCR, AHT, and NPS.
- Prepare weekly/monthly reports on training effectiveness and quality performance.
- Use data to drive strategic decisions.

Required Skills & Competencies:

- Robust knowledge of BPO operations (voice/non-voice/blended).
- Expertise in quality frameworks and training methodologies.
- Excellent communication, presentation, and coaching skills.
- Analytical mindset with proficiency in reporting tools (Excel, dashboards).
- Familiarity with Lean, Six Sigma, COPC (preferred).
- Ability to manage multiple projects and stakeholders.

Qualifications:

- Any degree.
- 5 - 10 years of experience in BPO, with at least 23 years in a T&Q; leadership role.

Key Performance Indicators (KPIs):

- Quality scores and compliance rates
- Training effectiveness (post-training performance improvement)
- Customer satisfaction (CSAT/NPS)
- Reduction in errors and rework
- Agent performance improvement metrics

Immediate Joiners preferred*

Walk-in -- Monday to Saturday (10 am to 6pm)

Venue and location

IMARQUE SOLUTIONS PRIVATE LIMITED(BPO) MaanSarovar Tower, 271A, Scheme Rd, Teynampet, Chennai, Tamil Nadu 600018 Landmark: Near Anna Arivalayam

HR Contact Person - Baskar - (phone hidden)

📌 Training And Quality - Manager (Chennai)
🏢 Imarque Solutions
📍 Chennai