Deputy General Manager Training And Quality

: Deputy General Manager Training Quality (BPO)

Job Title: Deputy General Manager Training Quality

Department: Operations / Training Quality

Industry: BPO / Customer Service

Location: Hyderabad Raipur

Reporting To: Vice President Operations

Job Summary

We are seeking an experienced and result-oriented Deputy General Manager Training Quality to lead the Training and Quality functions within our BPO operations. The ideal candidate will be responsible for designing training strategies, driving quality excellence, improving customer experience, and ensuring operational performance through effective learning and quality initiatives.

Key Responsibilities

Training Management

• Develop and implement training strategies for new hires and existing employees.
• Oversee induction, process, product, soft skills, refresher, and leadership training programs.
• Evaluate training effectiveness through assessments, performance metrics, and business outcomes.
• Identify skill gaps and create learning interventions to improve employee performance.
• Lead and mentor the training team to ensure high-quality learning delivery.

• Define and implement quality standards, scorecards, and audit frameworks.
• Monitor call, email, chat, and back-office quality performance.
• Conduct calibration sessions with operations and clients to maintain scoring consistency.
• Analyze quality trends and recommend process improvements.
• Ensure compliance with client SLAs, KPIs, and internal quality standards.

• Partner with Operations, HR, Recruitment, and Clients to align training and quality initiatives with business goals.
• Present performance reports, dashboards, and improvement plans to senior leadership.
• Handle client reviews and participate in governance meetings.

• Drive continuous improvement initiatives to enhance customer satisfaction (CSAT), First Call Resolution (FCR), Quality Scores, and Productivity.
• Conduct root cause analysis for performance gaps and implement corrective actions.
• Lead quality and training projects to improve operational efficiency.

• Recruit, coach, and develop Training Managers, Trainers, Quality Managers, and Quality Analysts.
• Set team objectives and monitor performance against KPIs.
• Foster a culture of learning, accountability, and continuous improvement.

• Bachelors degree in any discipline (masters degree preferred).
• 1520+ years of experience in the BPO industry.
• Minimum 10 years of experience managing Training and Quality functions.
• Experience handling large teams and multiple processes.
• Strong understanding of customer service operations and performance metrics.

• Leadership and people management
• Training needs analysis and instructional design
• Quality management and audit processes
• Performance coaching
• Stakeholder and client management
• Data analysis and MIS reporting
• Root cause analysis and process improvement
• Excellent communication and presentation skills
• Proficiency in MS Excel and PowerPoint

• Training effectiveness and certification scores
• Quality audit scores
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Productivity improvement
• Employee performance and retention
• SLA and compliance adherence
• Client satisfaction

• Experience managing Voice, Chat, Email, and Back-office processes.
• Exposure to Lean, Six Sigma, COPC, or ISO quality frameworks is an added advantage.
• Experience working with domestic and international BPO clients.

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