Role Overview:
We are seeking a seasoned and strategic Training and Quality Manager to lead and oversee the Training and Quality Assurance functions for our International Voice BPO operations. This role demands a strong leader with a deep understanding of BPO metrics, compliance, performance enhancement strategies, and coaching methodologies.
Key Responsibilities:
Training Management:
- Design, implement, and enhance training modules for new hire, refresher, and process-specific programs.
- Collaborate with operations and clients to understand training needs and performance gaps.
- Conduct TNI/TNA (Training Needs Identification/Analysis) and deliver results-oriented training interventions.
- Drive learning effectiveness and knowledge retention through regular assessments and feedback loops.
- Ensure trainer readiness and facilitate train-the-trainer programs.
Quality Management:
- Establish and implement quality assurance strategies aligned with client expectations and business goals.
- Define audit frameworks and monitor process performance through call audits, compliance checks, and RCA.
- Lead a team of Quality Analysts to ensure rigorous performance tracking and actionable feedback to agents.
- Manage calibration sessions with stakeholders and ensure scoring alignment.
- Report quality trends and recommend process improvements.
- Team Leadership & Governance:
- Lead a team of trainers and quality analysts across multiple processes.
- Drive performance, engagement, and development of team members.
- Work closely with operations and support teams to deliver on SLAs and KPIs.
- Participate in client interactions, governance calls, and performance reviews.
Candidate Requirements:
- Minimum 8 years of experience in an International BPO, with at least 3 years in a managerial role handling both Training and Quality.
- Strong understanding of customer service metrics, call quality, BPO training frameworks, and performance management.
- Excellent communication, presentation, and stakeholder management skills.
- Flexible to work in rotational shifts and rotational week offs.
- Bachelor's degree (mandatory); certifications in Six Sigma, COPC, or training (preferred).
