Job Summary: The Training and Audit Manager will be responsible for designing and delivering effective training programs and ensuring consistent quality standards across the BPO chat process. This role requires a strong understanding of customer service via chat platforms, keen auditing skills, and the ability to enhance team performance through targeted coaching and continuous improvement initiatives. Key Responsibilities: Training: Design, develop, and deliver onboarding and ongoing training programs for chat support agents. Conduct training needs analysis based on performance reports, quality audits, and business requirements. Prepare training materials, manuals, SOPs, simulations, and assessments tailored to the chat process. Coordinate with operations and quality teams to align training modules with client expectations. Facilitate refresher training and upskilling programs to improve product knowledge, communication, and service delivery. Track training effectiveness through assessments and post-training performance. Quality Audit: Define quality benchmarks and chat audit parameters in alignment with client SLAs. Conduct regular audits of chat transcripts for compliance, accuracy, tone, grammar, response quality, and process adherence. Identify common errors, knowledge gaps, and opportunities for improvement. Provide structured feedback to agents and team leaders through coaching sessions and documented reviews. Maintain and share quality dashboards, audit reports, and improvement plans with stakeholders. Recommend and implement process enhancements based on audit insights. Leadership & Compliance: Manage a team of trainers and quality analysts (if applicable). Collaborate with cross-functional teams to support continuous improvement efforts. Ensure compliance with organizational policies, data protection regulations, and client confidentiality. Participate in internal and external quality reviews and audits. Key Skills & Competencies: In-depth understanding of chat-based customer support in a BPO setting. Strong facilitation and presentation skills. Excellent written and verbal communication. Proficiency in quality audit methodologies and tools. Data-driven decision-making and root cause analysis. Team management and coaching capabilities. Time management and organizational skills. Qualifications: Graduate in any discipline (preferably in Communications, Business Administration, or related fields). Minimum 4–6 years of experience in BPO with at least 2 years in a training or quality role specific to chat processes. Certification in training or quality is an advantage. Send your CV to strategeneinfotech@gmail.com or share the CV via whats app to +91-7440904090 📍 Location: Jabalpur, Madhya Pradesh Show more Show less