Job Summary

The Training and Quality Manager is responsible for overseeing and managing training and quality assurance programs within the organization. This role focuses on developing, implementing, and monitoring initiatives that enhance employee skills and performance while ensuring consistent quality standards across departments.

Key Responsibilities

• Training Program Development

  • Design and develop training programs aligned with business needs.
  • Conduct training needs analysis and identify skill gaps.
  • Collaborate with subject matter experts to create effective learning materials.

• Training Delivery & Facilitation

  • Deliver training sessions or coordinate delivery through trainers.
  • Facilitate workshops, seminars, and virtual training sessions.
  • Ensure employees acquire the knowledge and skills required for their roles.

• Quality Assurance Processes

  • Establish and maintain QA processes and procedures.
  • Develop quality metrics and performance standards.
  • Conduct audits and implement corrective actions for compliance issues.

• Performance Monitoring & Evaluation

  • Design and implement performance monitoring systems.
  • Set KPIs and benchmarks for employee performance.
  • Provide coaching and feedback to improve productivity and results.

• Training Needs Analysis

  • Continuously assess organizational training requirements.
  • Partner with managers and supervisors to align training with business goals.

• Continuous Improvement

  • Evaluate training effectiveness and QA processes.
  • Collect feedback and adjust programs to meet evolving needs.
  • Drive innovation and best practices in training and quality.

• Team Management

  • Lead and develop a team of trainers and QA specialists.
  • Support hiring, onboarding, and performance management.
  • Promote professional growth within the team.

• Reporting & Documentation

  • Prepare reports on training outcomes, QA findings, and performance metrics.
  • Present insights and recommendations to senior leadership.

Requirements

• Education & Experience

  • Bachelor’s degree in Business Administration, Human Resources, Education, or related field.
  • 5+ years of experience in Training, Quality Assurance, or Operations (preferably in a call center or BPO environment).
  • Previous experience managing teams.

• Skills & Competencies

  • Strong knowledge of training methodologies and adult learning principles.
  • Experience with quality assurance frameworks and performance management systems.
  • Excellent leadership, coaching, and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Advanced communication and presentation skills.

• Technical Skills

  • Proficiency in MS Office (Excel, PowerPoint).
  • Experience with LMS platforms and QA tools.
  • Familiarity with performance metrics, KPIs, and reporting dashboards.

• Other Requirements

  • Advanced/Fluent English (required).
  • Ability to work in a fast-paced, results-driven environment.
  • Strong organizational and project management skills.