About the Company

SCMConnect Pvt. Ltd. is a leading organization in the Supply Chain, Logistics and Professional Education space. We are currently setting up a dedicated Admissions & Student Acquisition Center for a leading organisation and are looking for agile professionals to join our growing team.

Job Summary

We are seeking a Quality & Training Manager responsible for induction training, refresher training, quality monitoring, call audits, coaching and process improvement initiatives.

Key Responsibilities
- Conduct induction and onboarding training.
- Deliver refresher and process training programs.
- Perform regular call audits and quality checks.
- Evaluate agent performance using quality scorecards.
- Provide coaching and feedback to improve performance.
- Identify training needs and skill gaps.
- Develop training content, SOPs and knowledge documents.




- Conduct calibration sessions with Team Leaders and Operations teams.

KPIs
- Audit Scores
- Training Effectiveness
- New Hire Readiness
- Conversion Improvement
- Refresher Training Coverage
- 5-6 years experience in Training and Quality functions.
- Experience in BPO or call center environment.
- Strong communication, presentation and coaching skills.
- Experience conducting call audits and quality monitoring.

Preferred Industry

BPO, EdTech, Education, Customer Service, Outbound Sales

Key Skills

Training, Quality Assurance, Call Audits, Coaching, Induction Training, Refresher Training, Performance Improvement, BPO Operations

Pay: ₹30,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Quality & Training Manager (Gurugram)
🏢 SCM Connect Private
📍 Gurugram