Job Description: Training and Quality ManagerPosition Overview

We are seeking a dynamic and result-driven Training and Quality Manager to join our team. The ideal candidate will oversee agent performance, refine quality processes, and lead continuous improvement initiatives to align with client SLAs and internal excellence standards.

Key Job Details

- Job Title: Training and Quality Manager
- Experience Required: 5 to 6 Years
- Domain Experience: Prior experience in BPO / KPO environment is mandatory
- Location: Thane
- Remuneration (CTC): ₹10 LPA – ₹12 LPA

Key Responsibilities

- Program Design & Execution: Design, implement, and monitor structured training programs to enhance agent performance and improve overall customer experience.
- Quality Assurance & Compliance: Ensure quality evaluation processes, audits, and compliance benchmarks are strictly adhered to as per client SLAs and internal standards.
- Metrics & Performance Analysis: Analyze training and quality metrics to identify skill gaps, process bottlenecks, and opportunities for continuous improvement.
- Cross-Functional Collaboration: Partner closely with Operations, L&D; (Learning & Development), and Quality teams to drive process excellence and operational synergy.
- Content & Resource Development:



Develop comprehensive training plans, job aids, modules, and resource materials to support ongoing learning initiatives.

Requirements & Qualifications

- Work Experience: Minimum 5 to 6 years of core experience in Training & Quality leadership roles.
- Industry Background: Must have direct operational experience within a BPO or KPO setup.
- Core Competencies:
- Strong communication, interpersonal, and people management skills.
- High analytical capability with a data-driven approach to quality management.
- Proven ability to manage multiple projects, priorities, and deadlines in a fast-paced setting.
- Technical Skills: Proficiency in MS Office (Excel, PowerPoint, Word) and exposure to data analysis tools is highly preferred.

How to Apply

If you are passionate about training, quality assurance, and building high-performing teams, we’d love to hear from you!

- To Apply: Share your updated CV directly or reach out via our application portal.

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Education:

- Bachelor's (Preferred)

Experience:

- Manager: 1 year (Required)
- Training & Quality role: 5 years (Required)
- BPO/KPO environment : 1 year (Required)

Work Location: In person

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