- contact@transactglobal.com
- Yeshwantapura, Bengaluru
Talk To An Expert
080 4455 4466
Quality & Training Manager
Location: Yeshwantpur, Bangalore
Position Overview
The Quality & Training Manager will be responsible for ensuring that operational delivery meets the highest standards of quality and compliance, while also driving training initiatives that enhance employee performance and client satisfaction. This role will oversee quality audits, training programs, and continuous improvement initiatives across multiple projects, ensuring consistency and excellence in service delivery.
Key Responsibilities
🔹 Quality Management
- Develop and implement quality assurance frameworks, policies, and procedures across all projects.
- Conduct regular audits, call monitoring, and performance reviews to ensure adherence to SLAs and client expectations.
- Analyze quality metrics and provide actionable insights to Operations Managers and Team Leaders.
- Drive root cause analysis and corrective action plans for performance gaps.
- Ensure compliance with industry standards, client requirements, and regulatory guidelines.
🔹 Training & Development
- Design, deliver, and evaluate training programs for new hires and existing staff.
- Partner with Operations Managers to identify skill gaps and create targeted training interventions.
- Implement refresher training sessions to maintain high performance and reduce errors.
- Measure training effectiveness through performance improvements, feedback, and post-training assessments.
- Introduce innovative learning methods (e-learning, role plays, simulations) to enhance engagement.
🔹 Continuous Improvement
- Collaborate with leadership to align quality and training initiatives with business goals.
- Benchmark against industry best practices to maintain competitive standards.
- Recommend process improvements and automation opportunities to enhance efficiency.
- Foster a culture of learning, accountability, and customer-centricity across teams.
Desired Skills & Qualifications
- 7–10 years of experience in BPO quality and training, with at least 3 years in a managerial role.
- Strong knowledge of domestic BPO operations, SLAs, and compliance requirements.
- Expertise in quality frameworks (COPC, Six Sigma, ISO preferred).
- Proven ability to design and deliver impactful training programs.
- Excellent analytical, communication, and stakeholder management skills.
- Ability to balance strategic vision with hands-on execution.
- Tech-savvy, with exposure to LMS platforms, e-learning tools, and AI-driven training solutions.
Reporting Structure
- Reports to: Head of Operations / Director of Operations
- Direct Reports: Quality Analysts, Trainers
- Indirect Reports: Team Leaders (for training coordination)
Performance Metrics
- Quality scores (audit results, error rates, compliance adherence)
- Training effectiveness (assessment scores, performance improvement post-training)
- SLA adherence and client satisfaction scores
- Attrition reduction linked to effective training and engagement
- Continuous improvement initiatives implemented successfully
Join Our Newsletter
Subscribe by punching in your email address to get regular updates about us and the Emerging Technologies.
Adding Value to your Business
- Yeshwanthapura, Bengaluru
- contact@transactglobal.com
- 080 4455 4466
Transact BPO Services India Pvt Ltd
Call center in Bangalore Call Center in Mysore Call Center In mumbai Call Center in Pune Call Center in Hyderabad Call center in Chennai Call center in Coimbatore Call center in Raipur Call center in Hubli Call centre in Bangalore Call Centre in Mysore Call Centre In mumbai Call Centre in Pune Call Centre in Hyderabad Call centre in Chennai Call centre in Coimbatore Call centre in Raipur Call centre in Hubli BPO in Bangalore BPO in Mysore BPO In mumbai BPO in Pune BPO in Hyderabad BPO in Chennai BPO in Coimbatore BPO in Raipur BPO in Hubli BPOs in Bangalore BPOs in Mysore BPOs In mumbai BPOs in Pune BPOs in Hyderabad BPOs in Chennai BPOs in Coimbatore BPOs in Raipur BPOs in Hubli Domestic BPO in Bangalore Domestic BPO in Mysore Domestic BPO In mumbai Domestic BPO in Pune Domestic BPO in Hyderabad Domestic BPO in Chennai Domestic BPO in Coimbatore Domestic BPO in Raipur Domestic BPO in Hubli Domestic BPOs in Bangalore Domestic BPOs in Mysore Domestic BPOs In mumbai Domestic BPOs in Pune Domestic BPOs in Hyderabad Domestic BPOs in Chennai Domestic BPOs in Coimbatore Domestic BPOs in Raipur Domestic BPOs in Hubli Domestic Call center in Bangalore Domestic Call Center in Mysore Domestic Call Center In mumbai Domestic Call Center in Pune Domestic Call Center in Hyderabad Domestic Call center in Chennai Domestic Call center in Coimbatore Domestic Call center in Raipur Domestic Call center in Hubli Domestic Call centre in Bangalore Domestic Call Centre in Mysore Domestic Call Centre In mumbai Domestic Call Centre in Pune Domestic Call Centre in Hyderabad Domestic Call centre in Chennai Domestic Call centre in Coimbatore Domestic Call centre in Raipur Domestic Call centre in Hubli Keyword Analysis for Transact Global Subcontracting Business process outsourcer Bpo service provider Externalization Externalization Contracting out Subcontract work Outsource call center Companies offering bpo projects Bpo outsource Bpo projects provider Call center outsource companies Bpo outsource company Process outsource Outsource Outsourcing Company Bpo companies Bpo services Outsourcing services Outsource hr Indian bpo companies Outsource human resources Outsource job Business process outsourcer Top Indian bpo companies Bpo service provider Outsourcing Company Bpo companies Bpo services Outsource accounting Outsource human resources Business process outsourcer Outsourcing recruitment process Services Multichannel omnichannel omnichannel marketing omnichannel retailing Omnichannel salesforce Omnichannel strategy Multi-channel retailing Outbound calls Outbound call center Outbound call center services oftware development Software Development Company Web Design Company Web Development Company Industries Government outsourcing Outsourced treasury Public sector outsourcing Government data entry projects Outsource outsource Retail outsource Outsourcing in the retail industry Retail call center outsourcing Retail bpo services Retail outsourcing Medical billing outsourcing Healthcare bpo Medical bpo Medical outsource Healthcare outsourcing Medical billing outsourcing companies Healthcare bpo services Banking bpo Bank outsourcing services bank outsource agency banking process in bpo finance and accounting bpo services banking bpo services Infrastructure outsourcing Development outsource Real estate outsourcing Manufacturing outsourcing Outsourcing production Manufacturing outsourcing services Outsource the production Bpo in the education sector Higher education outsourcing Education work outsource Students database outsource Online education outsource Outsourcing in the education industry Education project outsource Schools outsourcing work