Company Description
ICCS DigX is a leading Business Process Outsourcing (BPO) and digital services provider, offering end-to-end solutions to enhance customer experiences, streamline operations, and incorporate AI-driven innovations across varied industries. Backed by a team of over 6,000 professionals and 12+ delivery centers across India alongside a global partner network, ICCS DigX enables enterprises to achieve operational excellence and sustainable growth. Their diverse service portfolio includes Digital Customer Experience, Omni-channel Support, Revenue Enhancement, Data & Analytics, AI-powered Quality Management, and Business Process Transformation. By integrating skilled talent, optimized processes, and advanced technology, ICCS DigX delivers impactful, scalable, and efficient customer interactions to support businesses worldwide with a mission to be the most trusted global digital services partner.
Role Description
This is a full-time on-site role for a Training & Quality Manager, based in Delhi, India. The Training & Quality Manager will oversee the development and delivery of training programs, ensuring that team members are equipped to meet organizational standards. Responsibilities include identifying training needs, designing and implementing training curriculums, establishing quality metrics, evaluating team performance, and driving continuous improvement initiatives. The role will also involve collaborating with stakeholders, monitoring service quality through audits, and implementing data-driven solutions to enhance performance and ensure customer satisfaction.
Qualifications
- Proficiency in Training Delivery, Curriculum Development, and Training Needs Analysis
- Strong expertise in Quality Assurance, Quality Management Systems, and Service Level Agreement (SLA) Management
- Data-driven decision-making skills, including Data Analysis and Process Improvement methodologies
- Experience in People Management and Team Leadership
- Ability to develop and implement innovative strategies to enhance training and service quality outcomes
- Excellent communication, interpersonal, and collaboration skills
- Experience with AI-powered Quality Management tools and technologies is advantageous
- Bachelor's degree in Business Administration, Education, or a related field; relevant certifications in quality management or training are a plus
- Familiarity with the BPO or digital services industry is preferred
