Training & Quality Excellence Lead

TRAINING AND QUALITY MANAGER

The Training and Quality Manager is responsible for leading the development, implementation, and continuous improvement of training and quality assurance programs within a BPO environment. This role ensures that all customer-facing and support teams are equipped with the necessary skills, knowledge, and competencies to meet client expectations, service level agreements (SLAs), and organizational standards. The role also drives performance excellence through data-driven insights, coaching strategies, and quality frameworks.

Key Responsibilities

Training Management

• Design, develop, and implement comprehensive training programs for new hires and existing employees.
• Oversee onboarding, refresher, and upskilling training initiatives aligned with business needs.
• Evaluate training effectiveness through assessments, performance metrics, and feedback.
• Partner with Operations and ...