Training & Quality Manager

Training & Quality Manager (BPO) – Job Description

Job Title - Training & Quality Manager – BPO

Job Summary

The Training & Quality Manager is responsible for leading the Training and Quality functions within the BPO. This role ensures employees are equipped with the knowledge, skills, and behaviours required to deliver exceptional customer service while maintaining compliance with quality standards, client requirements, and operational KPIs. The manager drives continuous improvement through coaching, process enhancement, performance analysis, and capability development.

Key Responsibilities

Training Management

• Design, develop, and deliver training programs for new hires and existing employees.
• Manage onboarding, process training, product training, and refresher training initiatives.
• Create and update training materials, SOPs, manuals, and knowledge resources.
• Conduct Training Needs Analysis (TNA) and identify skill gaps.
• Evaluate training effectiveness through assessments, certifications, and performance metrics.
• Lead a team of trainers and ensure consistent training delivery across programs.

Quality Management

• Develop and implement quality monitoring frameworks and evaluation scorecards.
• Conduct call audits, transaction monitoring, and process compliance reviews.
• Analyze quality performance trends and identify improvement opportunities.
• Ensure adherence to client requirements, internal policies, and regulatory guidelines.
• Drive calibration sessions with clients, operations, and quality teams.
• Manage root cause analysis and corrective action plans for quality issues.

Performance Improvement & Coaching

• Partner with Operations and Team Leaders to improve agent performance.
• Develop coaching plans based on quality and operational performance data.
• Conduct feedback sessions and mentoring programs.
• Implement continuous improvement initiatives to enhance customer experience.

Client & Stakeholder Management

• Act as a key point of contact for training and quality-related client discussions.
• Present performance reports, quality insights, and improvement plans.
• Support client audits and business reviews.

Reporting & Analytics

• Prepare and present training and quality dashboards.
• Track KPIs and provide actionable recommendations.
• Analyze trends related to CSAT, FCR, AHT, QA scores, compliance, and training effectiveness.
• Generate MIS reports for management and clients.

Team Leadership

• Lead, mentor, and develop Training and Quality teams.
• Set performance goals and conduct periodic reviews.
• Ensure adequate staffing, succession planning, and capability building.

Required Skills

• Strong knowledge of BPO operations and customer service processes.
• Expertise in training methodologies, adult learning principles, and coaching techniques.
• Experience with quality monitoring tools, scorecards, and calibration processes.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Excel, PowerPoint, HRMS/LMS platforms, and reporting tools.

Qualifications

• Graduate in any stream.
• 6–12+ years of BPO experience with significant exposure to Training and Quality functions.
• Prior experience managing trainers, quality analysts, or both functions.
• Certification in Training, Quality Management, Six Sigma, COPC, or Lean is an advantage.

Key Performance Indicators (KPIs)

• Training effectiveness and certification scores
• Quality audit scores and compliance rates
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Net Promoter Score (NPS)
• Employee productivity and performance improvement
• Reduction in repeat errors and customer escalations
• Client satisfaction and audit outcomes