Training and Quality Manager

Job Description

Roles and Responsibilities: Responsible for identifying and assessing training needs within an organization, developing training plans, and implementing various training methods to enhance employee skills and performance. Monitor, evaluate, and score Outbound/inbound calls against established quality assurance. Identify and assess future and current training needs through job analysis and consultation with line managers. Audit calls to gauge call quality and gather actionable insights. Give feedback for the audited calls to drive quality and conversion improvement. Publish reports based on audit findings. Draw an overall or individualized training and development plan that addresses needs and expectations. Prepare and present performance analysis, QA reports, and/or other information on quality performance. Train, onboard, and evaluate new trainers. Monitor employee performance and response to training. Evaluate employee performance to gauge where skills are lacking. Develop training manuals that target tangible results. Conduct effective induction and orientation sessions. Monitor and evaluate the training programs effectiveness, success, and ROI periodically and report on them. Collaborate with various departments to ensure employees receive the necessary training and design training documents. Skills Required: Excellent communication and leadership skills. MS Office proficiency Strong writing and record-keeping ability for reports and training manuals. Proven work experience as a sales trainer and auditor. Ability to plan, multi-task, and manage time effectively. Qualification: Graduate & Above