Company Description Mervice Infotech Pvt. Ltd. is an emerging player in the BPO domain, focused on delivering high-quality inbound and outbound services. The organization aims to build strong, long-term partnerships with clients by providing results-oriented solutions that exceed expectations. As a one-stop service provider, Mervice offers cost-effective support combined with appropriate technical assistance. Its approach is backed by extensive market research, enabling the company to tailor services to diverse business needs and create significant value for clients. Role Description The Training and Quality Manager is a full-time, on-site role based in Kolkata. This position is responsible for designing and delivering training programs for recent and existing team members to ensure consistent performance across inbound and outbound processes. The role involves developing training materials, conducting regular skill and product refreshers, and monitoring the effectiveness of training through performance metrics. The Training and Quality Manager will oversee quality audits, analyze call and process data, identify gaps, and implement corrective action plans. Additionally, the role includes collaborating with operations leadership to align training and quality standards with client requirements, preparing reports, and supporting continuous process improvement initiatives. Qualifications




• Experience in training design and delivery, including creating structured training plans, modules, and assessments for BPO or customer service environments.
• Strong quality management skills, including call monitoring, process audits, performance analysis, and implementation of corrective and preventive actions.
• Solid communication and interpersonal skills, with the ability to coach, mentor, and provide constructive feedback to diverse teams.
• Proficiency in documentation and reporting, including maintaining training records, quality dashboards, and performance reviews for internal and client stakeholders.
• Ability to collaborate with operations, HR, and client teams to align training content and quality standards with business goals and service-level agreements.
• Strong analytical, problem-solving, and organizational abilities, with attention to detail and a focus on continuous improvement.
• Prior experience in a BPO or contact center environment in a training, quality, or team lead role is highly beneficial.
• Bachelor’s degree in any discipline; additional certifications in training, quality, or process improvement (e.g., Six Sigma, TTT) are an advantage.
• Flexibility to work in shifts as per business needs and comfort with using standard office and CRM tools.

📌 Training And Quality Manager (Kolkata)
🏢 Mervice Infotech
📍 Kolkata