About this role

Quality Assurance & Training Manager

Quality Management:

Oversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.
Design and implement quality monitoring processes, scorecards, and feedback systems.
Analyze QA data to identify trends, root causes, and areas for improvement.
Develop and execute quality improvement initiatives to enhance service delivery and customer satisfaction.

Training Management:

Plan, design, and deliver onboarding, upskilling, and refresher training programs.
Create and update training materials, SOPs, and knowledge bases in line with operational requirements.
Conduct training needs analysis to identify skills gaps and recommend targeted learning interventions.
Evaluate training effectiveness through assessments, performance tracking, and feedback.

Leadership & Collaboration:

Work closely with Operations, HR, and Client Management teams to align quality and training strategies with business goals.
Lead, coach, and mentor QA and training team members to achieve individual and departmental KPIs.
Manage reporting, documentation, and compliance requirements.

Bachelors degree or Diploma in Business, Communications, Training, or related field.
Minimum 3-5 years of experience in quality assurance and/or training within the BPO or call center industry.
Strong analytical skills with the ability to interpret performance data and drive actionable insights.
Excellent communication, facilitation, and coaching skills.
Proficiency in Microsoft Office Suite and QA tools.
Proven leadership skills with experience managing a team.
Ability to work in a fast-paced, target-driven environment.

-[Immediately]

Quality Assurance & Training Manager