Training and Quality Manager International BPO

Role Overview:

We are seeking a seasoned and strategic Training and Quality Manager to lead and oversee the Training and Quality Assurance functions for our International Voice BPO operations. This role demands a strong leader with a deep understanding of BPO metrics, compliance, performance enhancement strategies, and coaching methodologies.

Key Responsibilities:

Training Management:

• Design, implement, and enhance training modules for new hire, refresher, and process-specific programs.
• Collaborate with operations and clients to understand training needs and performance gaps.
• Conduct TNI/TNA (Training Needs Identification/Analysis) and deliver results-oriented training interventions.
• Drive learning effectiveness and knowledge retention through regular assessments and feedback loops.
• Ensure trainer readiness and facilitate train-the-trainer programs.

Quality Management:

• Establish and implement quality assurance strategies aligned with client expectations and business goals.
• Define audit frameworks and monitor process performance through call audits, compliance checks, and RCA.
• Lead a team of Quality Analysts to ensure rigorous performance tracking and actionable feedback to agents.
• Manage calibration sessions with stakeholders and ensure scoring alignment.
• Report quality trends and recommend process improvements.

• Team Leadership & Governance:

• Lead a team of trainers and quality analysts across multiple processes.
• Drive performance, engagement, and development of team members.
• Work closely with operations and support teams to deliver on SLAs and KPIs.
• Participate in client interactions, governance calls, and performance reviews.

Candidate Requirements:

• Minimum 8 years of experience in an International BPO, with at least 3 years in a managerial role handling both Training and Quality.
• Strong understanding of customer service metrics, call quality, BPO training frameworks, and performance management.
• Excellent communication, presentation, and stakeholder management skills.
• Flexible to work in rotational shifts and rotational week offs.
• Bachelor's degree (mandatory); certifications in Six Sigma, COPC, or training (preferred).