Function: Managed Services

Location: [Bengaluru]

Employment type: Full-time FTC

About the role

Talview’s Managed Services team delivers live and record-and-review proctoring at scale for enterprise and education clients. The quality of that delivery rests on how well every proctor and resource — in-house and vendor-supplied — is trained before they touch a live session.

This role owns that. You will build and run the Learning & Development function for Managed Services: designing the curriculum, leading a team of 7–10 trainers, and making sure every resource across every process is certified, current, and audit-ready.

Key Responsibilities

Training Delivery

- Own end-to-end training for proctors and delivery resources — induction, process certification, refreshers, and remediation for quality gaps
- Run live and virtual training sessions across shifts and time zones, covering proctoring protocols, platform navigation, escalation paths, and client-specific SOPs
- Certify every resource before go-live and maintain a readiness record by process and account

Team Management

- Lead, schedule, and develop a training team of 7–10 members; allocate trainers across processes, accounts, and vendor batches
- Set individual goals, review performance, and coach trainers on facilitation quality and content ownership
- Plan training capacity against the hiring pipeline, account ramp-ups, and peak exam calendars

Course Design

- Build and own the L&D; curriculum: learning paths, module structure, assessments, and certification criteria per role and process
- Define competency benchmarks and pass thresholds; design assessments that predict on-floor performance

Training content development

- Produce and maintain training material — decks, SOP documents, job aids, walkthrough videos, quick-reference guides, and knowledge-base articles
- Keep all content versioned and current as products, client protocols, and compliance requirements change




- Work with Operations, QA, Product, and Compliance to translate process changes into updated material within agreed turnaround times

Vendor Coordination

- Partner with vendor and BPO partners to onboard and train their resources on each Talview process
- Set and enforce a common certification standard across in-house and vendor resources; audit vendor-side training quality
- Track and report vendor training completion, certification status, and readiness ahead of account ramp-ups

Reporting and continuous improvement

- Track and report training metrics: completion, certification pass rates, time-to-productivity, and post-training quality and error trends
- Use QA findings, incident reports, and client feedback to identify capability gaps and close them through targeted interventions
- Maintain training records and documentation for internal and client audits

Requirements

Must have

- Demonstrated ability to build curriculum and training content from scratch, not only deliver existing material
- Solid facilitation skills across in-person and virtual formats, including across shifts and geographies
- Comfort with LMS platforms, assessment tools, and content authoring tools
- Excellent written and verbal English; able to write clear SOPs and job aids

Good to have

- Background in proctoring, assessments, examinations, or EdTech
- Experience managing training for outsourced or vendor workforces
- Train-the-trainer, instructional design, or L&D; certification (ATD, CIPD, or equivalent)
- Working knowledge of data privacy and exam-security requirements in a testing environment

Success in the first 6 months

- A documented, certified curriculum covering every live Managed Services process
- 100% of in-house and vendor resources certified before deployment, with records to evidence it
- Measurable reduction in time-to-productivity for new proctors and in post-training quality escalations

Pay: From ₹20,000.00 per month

Work Location: In person

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