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Training Manager

Training Manager

TELUS Digital

8 - 15 years

0 Lacs

noida uttar pradesh india

Posted:1 day ago| Platform:

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Skills Required

training design analysis drive learning effectiveness retention strategies audit audits compliance checks tracking calibration scoring report leadership engagement development support governance service metrics communication presentation management certifications sigma coaching teamwork agile finance pricing diversity

Work Mode

On-site

Job Type

Full Time

Job Description

Requirements

Description and Requirements

Job Title: Training and Quality Manager – International BPOLocation: Noida & GurgaonExperience Required: 8 to 15 years (Mandatory experience in International BPO)Shifts: Rotational shifts and rotational week offsEmployment Type: Full-Time

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).

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.EEO StatementAt TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.Equal Opportunity EmployerAt TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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TELUS Digital

Information Technology

Calgary

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Training Manager