We are looking for an experienced Training and Quality Manager to lead training, quality, and continuous improvement initiatives across multiple sites.
In this role, you will be responsible for driving service delivery excellence by overseeing training programs, quality assurance processes, performance improvement initiatives, and developing a strong culture of continuous learning and improvement. You will work closely with Operations, clients, and cross-functional stakeholders to ensure consistent service quality and operational performance.
Key Responsibilities
- Develop, implement, and manage comprehensive training programs for new and existing BPO team members.
- Design and maintain training materials, modules, and resources aligned with business processes, quality standards, and client requirements.
- Coordinate training schedules, conduct training sessions, and evaluate training effectiveness through assessments and feedback.
- Establish and maintain quality assurance processes aligned with KPIs and SLAs.
- Conduct audits, evaluations, and transaction monitoring to identify performance gaps and provide actionable feedback.
- Analyze quality and performance trends to proactively identify service gaps and improvement opportunities.
- Partner with Operations and cross-functional teams to identify process gaps and implement continuous improvement initiatives.
- Lead initiatives to improve operational efficiency, service quality, and customer satisfaction.
- Analyze performance data, quality metrics, and training outcomes to provide insights and recommendations to senior management and clients.
- Provide leadership and guidance to managers overseeing Trainers, Quality Analysts teams across multiple sites.
- Develop strategies to improve team performance, knowledge, and capabilities.
- Collaborate closely with clients and stakeholders to ensure training and quality programs meet business expectations and requirements.
- Ensure training and quality practices comply with applicable regulations, client requirements, and data security standards.
Requirements
- Bachelor's degree in any discipline.
- Minimum 2 years of experience as a Quality Manager or Senior Quality Manager in a BPO environment, or 3+ years of relevant experience in a non-BPO environment.
- Excellent English communication skills, both written and verbal (C1/C2 proficiency).
- Strong proficiency in MS Office, Google Workspace, and other business communication tools.
- Strong knowledge of quality tools and Transaction Monitoring.
- Highly analytical, strategic, and detail-oriented with strong problem-solving capabilities.
- Strong presentation and stakeholder management skills.
- Demonstrated ability to lead new initiatives while maintaining operational performance.
- Excellent time management and organizational skills.
- Strong leadership skills with the ability to manage and develop teams across multiple sites.
- Ability to build strong relationships and collaborate effectively with all levels of management and clients.
