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