Training and Audit Manager

As a Training & Audit Manager, your role involves leading quality initiatives, enhancing customer experience, and driving service excellence within the BPO/Chat Support domain. Your responsibilities will include: - Conducting regular audits to ensure service quality, compliance, and process improvements. - Designing, delivering, and evaluating training programs to enhance team performance and skills. - Monitoring CRM tools, service metrics, and chat etiquettes to maintain excellence. - Identifying gaps in processes and implementing corrective measures. - Collaborating with leadership to align training outcomes with business objectives. - Providing detailed reports, feedback, and recommendations for improvement. To excel in this role, you should possess: - Prior experience in audit/quality within BPO or Chat Support. - Strong leadership and process improvement mindset. - Excellent communication, coaching, and training skills. - Deep understanding of service standards & compliance. - Strong analytical, detail-oriented, and solution-driven approach. - Proficiency in CRM tools, reporting, and performance metrics. Joining our team as a Training & Audit Manager offers you the opportunity to contribute to the continuous improvement of service quality and customer satisfaction in a dynamic and supportive work environment.,