Training And Quality Manager

Training Quality Manager

Join our team as a Training cum Quality Manager where you will be responsible for overseeing both Learning Development and Quality Assurance functions within the organization. This role ensures employees are well-trained, process-compliant, and consistently delivering high service standards. You will drive performance improvement initiatives, conduct audits, and build a culture of continuous learning and operational excellence.

Responsibilities

• Design and deliver induction training, process training, and refresher programs.
• Develop and update training materials, SOPs, and quality guidelines.
• Conduct regular call audits, transaction monitoring, and quality evaluations.
• Provide structured feedback and coaching sessions to improve agent performance.
• Analyze quality scores and training effectiveness reports to identify improvement areas.
• Collaborate with Operations to bridge performance gaps through focused training interventions.
• Prepare and present weekly/monthly quality and training reports to management.
• Ensure compliance with client requirements and internal quality standards.
• Lead continuous improvement initiatives to enhance customer experience and productivity.

• Immediate availability for joining.
• Excellent communication skills in Hindi and English.
• Minimum qualification: Bachelors degree in any relevant field.
• Minimum 5-8 years of experience in Training and/or Quality in BPO /Customer Support domain.
• Strong knowledge of QA tools, audit frameworks, and training methodologies.
• Excellent analytical, presentation, and coaching skills.
• Must be flexible and willing to travel between company locations as and when required .

• Professional and growth-oriented work culture.
• Performance-based incentives.
• PF ESIC benefits.
• Career advancement opportunities.

Up to 7,00,000/- per annum (LPA) based on experience and expertise .

About Us

Established in 2012, Square Business Services Pvt Ltd is a fast-growing professional services company specializing in staffing, BPO operations, and customer experience management. With a workforce of 10,000+ employees, we are committed to delivering operational excellence and building strong talent pipelines across domains.

This job is provided by Shine.com