Quality & Training Manager/ International BPO/ Bengaluru

Hiresquad; Bengaluru; In loco; INR 1.200.000 - 1.400.000; Tempo pieno

Descrizione del lavoro

Hiresquad in Bengaluru invites an experienced Quality & Training Manager to lead international process training and quality governance. You will oversee training staff, measure outcomes, and ensure compliance across multi-site operations to drive continuous improvement.

The role requires 8+ years in training/quality, with a focus on adult learning principles and stakeholder collaboration. This is an on-site position in Bengaluru offering growth within a dynamic BPO environment.

Competenze

• 8+ years of experience in quality, training, and process governance.
• Experience in international voice & chat processes is preferred.
• Must be a tenured Deputy Manager or Manager on papers.
• Location: Bengaluru, India.

Mansioni

• Lead training staff development, oversee new hire and refresher trainings.
• Supervise quality governance across programs/sites and ensure policy compliance.
• Coach trainers and learners; conduct classroom observations and provide feedback.
• Plan resources, measure training outcomes, and manage trainer attrition.
• Collaborate with operations, business units, and clients to align training with business goals.
• Oversee audits of training processes and drive improvements.
• Maintain performance metrics for individuals and teams; track learner readiness.
• Develop action plans with stakeholders to improve training quality and operations.
• Communicate effectively with managers, peers, and clients.

Conoscenze

Strategic stakeholder management

Data-driven quality governance

Performance coaching & capability

Continuous improvement

Leadership across multi-site

MS Office proficiency

LMS usage

Adult learning principles

Strumenti

MS Office (Excel, PPT, Word)

LMS

Quality monitoring platforms

Descrizione del lavoro

Hiring: Quality & Training Manager International Process

Location: Leading BPO, Bengaluru

Experience: 8+ Years

CTC: Up to 14 LPA

Note- Must be a Tenured Deputy Manager or Manager on papers in International Voice & Chat Process

Role Overview

Responsible for driving excellence in training delivery and quality governance across multi-site operations. This role ensures training staff performance, program effectiveness, and adherence to quality standards while fostering continuous improvement and stakeholder collaboration.

Key Responsibilities

• Training Leadership: Select, train, and develop training staff; oversee new hire, refresher, and program-specific training.
• Quality Governance: Supervise quality work groups across multiple programs/sites; monitor compliance with organizational policies and legal requirements.
• Performance Management: Provide coaching, counseling, and mentoring to trainers and learners; conduct classroom observations and deliver developmental feedback.
• Program Effectiveness: Plan resources, measure training outcomes, manage trainer attrition, and evaluate process effectiveness.
• Stakeholder Collaboration: Partner with operations, business units, and clients to align training and quality initiatives with business goals.
• Audit & Compliance: Oversee audits of training and support processes; recommend and implement improvements.
• Data & Metrics: Maintain accurate performance metrics for individuals and teams; track learner progress and readiness.
• Continuous Improvement: Develop and execute action plans with stakeholders to enhance training quality and operational performance.
• Communication: Ensure effective, consistent communication with managers, peers, and clients.

Key Skills & Knowledge

• Strategic stakeholder management
• Data-driven quality & training governance
• Performance coaching & capability building
• Continuous improvement & transformation
• Leadership across multi-site operations
• Proficiency in MS Office (Excel, PowerPoint, Word)
• Experience with LMS and quality monitoring platforms
• Strong knowledge of adult learning principles and training methodologies