Training & Quality Manager

Experience:

6–10 years of relevant experience in BPO/Contact Center operations, preferably with 2–4 years in a managerial role handling Training & Quality.

Qualification:

Graduate in any discipline. Certification in Training, Quality, COPC, Six Sigma, Lean, or relevant Quality frameworks will be an added advantage.

1. Role PurposeThe Training & Quality Manager will be responsible for establishing and managing the organization's training and quality framework to ensure employees are adequately trained, operationally ready, and consistently meeting defined quality, compliance, customer experience, and productivity standards.

The role will have end-to-end ownership of:

• New-hire training
• Process/product training
• Refresher and remedial training
• Training needs analysis
• Nesting and OJT effectiveness
• Quality monitoring and audits
• Quality calibration
• Coaching and feedback
• Quality improvement initiatives
• Trainer and Quality Analyst performance
• Training & Quality MIS
• Compliance adherence
• Customer experience improvement
• Coordination with Operations, HR and other stakeholders

The manager will act as the bridge between Training, Quality and Operations, ensuring that training interventions and quality findings translate into measurable improvements in business performance.

• 2. Key ResponsibilitiesA. Training ManagementNew-Hire TrainingOwn the complete training lifecycle for new employees, from induction handover to certification and production readiness.
• Design and implement structured training programs based on process requirements.
• Ensure trainees understand:
• Process/product knowledge
• SOPs
• Systems/tools
• Call handling procedures
• Customer interaction standards
• Compliance requirements
• Attendance and behavioral expectations
• Escalation procedures
• Quality parameters
• Establish clear training certification criteria before an employee moves to production.
• Ensure training attendance, assessments and certification records are accurately maintained.
• Monitor trainee performance throughout classroom training and nesting.
• Process/Product TrainingDevelop training modules based on:
• Process changes
• Product updates
• Policy changes
• Customer requirements
• Quality trends
• Operational gaps
• Ensure training content remains current and aligned with operational SOPs.
• Coordinate with Operations/Process teams for timely communication of process changes.
• Refresher & Remedial TrainingIdentify employees requiring refresher, remedial or behavioral training.
• Develop targeted intervention plans based on performance gaps.
• Conduct regular refresher sessions based on:
• Quality errors
• CSAT issues
• Customer complaints
• Compliance deviations
• Process changes
• Low productivity
• Repeat errors
• 3. Training Needs Analysis – TNAConduct regular Training Needs Analysis using operational and quality data.
• Identify knowledge and skill gaps at:
• Individual level
• Team level
• Process level
• Department level
• Analyze trends from:
• Quality reports
• Customer complaints
• Call monitoring
• AHT
• FCR
• CSAT
• Attrition
• Escalations
• Productivity
• Error trends
• Convert identified gaps into measurable training interventions.
• Track post-training improvement and determine training effectiveness.

4. Training EffectivenessThe manager should not measure training success only through attendance or assessment scores.

The role should ensure measurement of business impact, including:

• Improvement in quality scores
• Reduction in repeat errors
• Improvement in CSAT
• Improvement in FCR
• Reduction in escalations
• Improvement in AHT where applicable
• Improvement in productivity
• Reduction in early-stage attrition
• Reduction in nesting failures
• Improvement in certification rates

Conduct 30/60/90-day post-training analysis wherever applicable.

• 5. Trainer ManagementManage and mentor the team of Trainers.
• Define individual KRAs and KPIs for Trainers.
• Conduct regular Trainer performance reviews.
• Evaluate trainer effectiveness through:
• Training assessment scores
• Certification percentage
• Trainee performance
• Nesting performance
• Training feedback
• Production performance of trained batches
• Conduct periodic Train-the-Trainer (TTT) programs.
• Ensure trainers maintain professional delivery standards.
• Identify high-performing trainers and create development plans for them.
• Address trainer performance gaps through coaching and development plans.
• 6. Quality ManagementQuality FrameworkDevelop, implement and maintain the organization's quality framework.
• Define quality parameters and scoring methodology in consultation with Operations and clients.
• Ensure quality parameters are clearly understood by:
• Agents
• Team Leaders
• Operations Managers
• Quality Analysts
• Trainers

Quality MonitoringEnsure systematic monitoring of:

• Calls
• Chats
• Emails
• Tickets
• Back-office transactions
• Customer interactions
• Process adherence
• Compliance parameters

Ensure monitoring is based on an approved Quality Monitoring Form / Scorecard.

• 7. Quality AuditsEstablish appropriate sampling methodology for quality monitoring.
• Ensure Quality Analysts complete audits within defined timelines.
• Conduct regular audits of QA evaluations to ensure accuracy.
• Track:
• Fatal errors
• Critical errors
• Process errors
• Compliance errors
• Documentation errors
• Soft-skill gaps
• Ensure appropriate escalation of serious quality/compliance deviations.

8. CalibrationOwn the end-to-end Quality Calibration process.

Conduct regular calibration sessions involving:

• Quality
• Operations
• Training
• Team Leaders
• Process/SME
• Client representatives, where applicable

Objectives:

• Maintain consistency in quality scoring.
• Remove ambiguity in quality parameters.
• Identify gaps in SOP interpretation.
• Align Operations and Quality on evaluation standards.
• Document calibration outcomes and action items.

9. Agent Coaching & FeedbackEnsure that quality monitoring translates into meaningful coaching.

• Establish a structured feedback mechanism.
• Ensure QA feedback is provided within defined TAT.
• Identify recurring agent-level issues.
• Work with Team Leaders to implement coaching plans.
• Track improvement after coaching.
• Introduce coaching effectiveness measurement rather than simply measuring number of coaching sessions completed.

10. Root Cause AnalysisThe manager will be responsible for identifying the actual root cause behind recurring quality and performance issues.

Use methodologies such as:

• 5 Why Analysis
• Fishbone Analysis
• Pareto Analysis
• Trend Analysis
• RCA/CAPA

11. Training & Quality MISPrepare and review regular MIS covering:

• Training MISBatch-wise trainee count
• Attendance
• Dropouts
• Assessment scores
• Certification percentage
• Training completion
• Nesting performance
• Production readiness
• Trainer performance
• Training feedback
• Training effectiveness
• Quality MISOverall quality score
• Process-wise quality
• Team-wise quality
• Agent-wise quality
• QA productivity
• Fatal errors
• Critical errors
• Major error trends
• Repeat errors
• Compliance deviations
• Calibration results
• Coaching effectiveness

Prepare daily/weekly/monthly dashboards as required.

12. Operations CoordinationThe Training & Quality Manager must maintain strong coordination with Operations.

Regularly work with:

• Operations Managers
• Team Leaders
• Process Managers
• SMEs
• HR
• Workforce Management
• Recruitment
• MIS
• Client/Account Management

Compliance & Process AdherenceEnsure employees are trained and monitored for:

• Data privacy
• Customer verification
• Information security
• Call handling policies
• Regulatory requirements
• Client-specific compliance
• Escalation protocols
• Documentation requirements
• Process SOPs

Immediately escalate serious compliance breaches to relevant stakeholders.

Customer / Client InteractionWhere applicable:

• Participate in client governance calls.
• Present Training & Quality performance.
• Discuss quality trends.
• Present RCA and CAPA.
• Share training effectiveness.
• Present improvement plans.
• Address client concerns related to quality and training.
• Maintain documentation of client feedback and action items.

Candidate ProfileThe ideal candidate should have:

• Strong BPO/contact-center experience.
• Strong understanding of Training and Quality functions.
• Experience managing Trainers and Quality Analysts.
• Strong communication and presentation skills.
• Excellent analytical ability.
• Strong knowledge of quality monitoring.
• Experience in calibration and RCA.
• Strong understanding of customer experience metrics.
• Ability to interpret operational data.
• Experience with large-volume training environments.
• Ability to work under tight timelines.
• Strong stakeholder management skills.
• Ability to manage multiple processes/shifts.
• Strong Excel/MIS/dashboard skills.