Assistant Manager Training & Quality

Company Description Technotask Business Solutions Pvt Ltd, founded in March 2020 in Bhopal, India, has quickly expanded to 13 centers across India, Egypt, and the UAE. With a diverse global team, Technotask serves over 20 clients across 48 Lines of Business (LOBs) in industries such as FinTech, NBFC, BFSI, Retail, E-Commerce, Health-Tech, Edu-Tech, and more. The company offers a wide range of services, including voice, email, and chat support, logistics support, outbound sales, lead generation, and quality audits. Technotask is dedicated to enhancing customer experiences and driving business *Job Summary:** We are seeking a dynamic and detail-oriented **Assistant Manager – Quality & Training Lead** to join our BPO operations in **Ashok Nagar**. The ideal candidate will have a solid foundation in BPO quality and training functions, with at least 1 year of relevant experience. You will play a key role in enhancing agent performance, driving quality metrics, and implementing impactful training programs. **Key Responsibilities:** **Quality Assurance:** * Monitor and evaluate inbound/outbound calls, chats, or emails based on defined quality parameters. * Identify gaps in communication, compliance, and customer satisfaction. * Generate and analyze quality reports and dashboards to track team and individual performance. * Provide coaching, feedback, and performance improvement plans for agents. * Work with operations and client teams to address quality issues and recommend solutions. **Training & Development:** * Design and deliver training programs for new hires and existing staff. * Conduct regular refresher training and upskilling sessions. * Maintain training documentation, modules, and performance records. * Coordinate with SMEs and team leads to align training content with operational goals. * Track and evaluate training effectiveness to ensure ROI on learning programs. *Key Skills & Qualifications:** * Bachelor’s degree or equivalent qualification preferred. * Minimum **1 year** of experience in a BPO environment, specifically in quality and training roles. * Strong understanding of call center metrics, quality assurance tools, and training methodologies. * Excellent communication, coaching, and facilitation skills. * Proficiency in MS Office (especially Excel, PowerPoint). * Ability to work independently and manage multiple priorities in a fast-paced environment. **What We Offer:** * Competitive salary and performance incentives * Opportunities for growth and learning * Friendly and supportive work culture * Centrally located office in **Ashok Nagar** --- **How to Apply:** Interested candidates can send their updated resume to poonam.chadokar@technotask.co.in Show more Show less