Quality Analyst Manager- BPO Voice | 16 LPA | Gurgaon

People Staffing; Gurugram District; On-site; INR 1,440,000 - 1,760,000; Full time

Benefits offered by this job

One-way cab facility

Job summary

People Staffing in Gurgaon is seeking an experienced Training Manager to lead training operations for an international process, develop high-performing trainers, and improve new-hire performance.

The role involves coaching training staff, overseeing new-hire training, evaluating effectiveness, and reporting training metrics to stakeholders. 24/7 rotational shifts and 5 working days a week are the norm.

Qualifications

• 8+ years of relevant professional experience in BPO training and development.
• Strong leadership, coaching, and team management capabilities.
• Excellent verbal and written communication skills.
• Experience managing new-hire training, trainer performance, and training effectiveness.
• Strong analytical skills and a metrics-driven approach to performance improvement.
• Excellent presentation, facilitation, and stakeholder management skills.

Responsibilities

• Lead, coach, and manage training staff to achieve performance and business objectives.
• Oversee new-hire training, batch performance, trainer productivity, and new-hire attrition.
• Develop and implement training plans aligned with business requirements and operational goals.
• Evaluate training effectiveness and drive continuous improvement initiatives.
• Conduct classroom observations and provide coaching, mentoring, and developmental feedback to trainers and trainees.
• Analyze quality trends, audit findings, and performance metrics to improve training outcomes.
• Monitor trainee attendance, progress, readiness, and performance throughout the training lifecycle.
• Maintain accurate training records, performance reports, and administrative documentation.
• Collaborate with Operations, HR, clients, and other stakeholders to address training needs.
• Present training performance metrics and improvement plans to internal stakeholders and clients.
• Ensure consistent communication, effective facilitation, and adherence to training standards.

Skills

Leadership

Coaching

Team management

Verbal communication

Written communication

New-hire training

Trainer performance

Training effectiveness

Analytics

Metrics driven

Presentation

Facilitation

Stakeholder management

24/7 shift adaptability

Education

Graduate

Job description

Location

• Gurgaon
• Experience: 8+ Years As QA Manager BPO Voice only
• CTC: Up to 16 LPA
• Qualification: Graduate
• Process: International
• Shift: 24/7 Rotational
• Working Days: 5 Days a Week
• Transport: One-way Cab Facility
• Notice Period: Immediate to 30 Days

About the Role

We are looking for an experienced Training Manager to lead training operations, develop high-performing trainers, improve new-hire performance, and ensure training effectiveness across an international process.

Key Responsibilities

• Lead, coach, and manage training staff to achieve performance and business objectives.
• Oversee new-hire training, batch performance, trainer productivity, and new-hire attrition.
• Develop and implement training plans aligned with business requirements and operational goals.
• Evaluate training effectiveness and drive continuous improvement initiatives.
• Conduct classroom observations and provide coaching, mentoring, and developmental feedback to trainers and trainees.
• Analyze quality trends, audit findings, and performance metrics to improve training outcomes.
• Monitor trainee attendance, progress, readiness, and performance throughout the training lifecycle.
• Maintain accurate training records, performance reports, and administrative documentation.
• Collaborate with Operations, HR, clients, and other stakeholders to address training needs.
• Present training performance metrics and improvement plans to internal stakeholders and clients.
• Ensure consistent communication, effective facilitation, and adherence to training standards.

Required Skills

• 8+ years of relevant professional experience, preferably in BPO training and development.
• Strong leadership, coaching, and team management capabilities.
• Excellent verbal and written communication skills.
• Experience managing new-hire training, trainer performance, and training effectiveness.
• Strong analytical skills and a metrics-driven approach to performance improvement.
• Excellent presentation, facilitation, and stakeholder management skills.
• Ability to work in a 24/7 rotational shift environment.