Deputy General Manager Training and Quality

Square Business Services Pvt Ltd; Hyderabad; On-site; INR 2,200,000 - 3,800,000; Full time

Job summary

Square Business Services Pvt Ltd in Hyderabad seeks a Deputy General Manager Training Quality to lead Training and Quality for BPO operations. Responsibilities include designing training strategies, driving quality excellence, and improving customer experience through learning and quality initiatives.

The role focuses on managing large teams, aligning with senior leadership, and delivering performance improvements across call, email, chat, and back-office processes.

Qualifications

• Bachelor's degree in any discipline (master's 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.

Responsibilities

• Training Management: Develop and implement training strategies for new hires and existing employees.
• Quality Management: Define and implement quality standards, scorecards, and audit frameworks.
• Stakeholder Management: Partner with Operations, HR, Recruitment, and Clients to align initiatives.
• Performance Improvement: Drive continuous improvement to CSAT, FCR, Quality Scores, and Productivity.
• Team Leadership: Recruit, coach, and develop Training Managers, Trainers, and Quality Analysts.

Skills

Leadership

Training needs analysis

Quality management

Performance coaching

Stakeholder management

Data analysis

Root cause analysis

Process improvement

Education

Bachelor's degree

Master's degree preferred

Tools

MS Excel

PowerPoint

Job description

Job Description: 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.

Quality Management

• 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.

Stakeholder Management

• 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.

Performance Improvement

• 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.

Team Leadership

• 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.

Required Qualifications

• Bachelor's degree in any discipline (master's 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.

Required Skills

• 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 reportingRoot cause analysis and process improvement
• Excellent communication and presentation skills
• Proficiency in MS Excel and PowerPoint

Key Performance Indicators (KPIs)

• 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

Preferred Experience

• 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.