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
:
1. Training Managemen
- t:Design, implement, and enhance training modules for new hire, refresher, and process-specific program
- s.Collaborate with operations and clients to understand training needs and performance gap
- s.Conduct TNI/TNA (Training Needs Identification/Analysis) and deliver results-oriented training intervention
- s.Drive learning effectiveness and knowledge retention through regular assessments and feedback loop
- s.Ensure trainer readiness and facilitate train-the-trainer program
s.2. Quality Managemen
- t:Establish and implement quality assurance strategies aligned with client expectations and business goal
- s.Define audit frameworks and monitor process performance through call audits, compliance checks, and RC
- A.Lead a team of Quality Analysts to ensure rigorous performance tracking and actionable feedback to agent
- s.Manage calibration sessions with stakeholders and ensure scoring alignmen
- t.Report quality trends and recommend process improvement
s.3. Team Leadership & Governanc
- e:Lead a team of trainers and quality analysts across multiple processe
- s.Drive performance, engagement, and development of team member
- s.Work closely with operations and support teams to deliver on SLAs and KPI
- s.Participate in client interactions, governance calls, and performance review
s.Candidate Requirement
- s:Minimum 8 years of experience in an International BPO, with at least 3 years in a managerial role handling both Training and Qualit
- y.Strong understanding of customer service metrics, call quality, BPO training frameworks, and performance managemen
- t.Excellent communication, presentation, and stakeholder management skill
- s.Flexible to work in rotational shifts and rotational week off
- s.Bachelor's degree (mandatory); certifications in Six Sigma, COPC, or training (preferred
).
