Training And Quality Manager

Wakefit; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Wakefit is seeking a Training and Quality Lead to build and run a comprehensive framework for CX delivery across in-house and vendor teams. You will own the end-to-end training roadmap—from induction to leadership development—and manage a team of trainers and quality analysts.

You will design scalable quality frameworks, calibrate scoring with operations and vendors, and translate quality data into targeted training interventions, knowledge-base updates, and clear floor-level changes.

Responsibilities

• Own the end-to-end training roadmap: induction, nesting, upskilling, refreshers and leadership development.
• Manage trainers (including contract trainers) and the quality analyst team.
• Design the quality framework: audit forms, scoring, sampling, calibration cadence and fatal/non-fatal parameters, across in-house and vendor teams.
• Run calibrations with operations and vendors; ensure scoring consistency.
• Use quality and performance data to define training interventions and track their impact.
• Maintain the knowledge base and SOP library, and ensure process changes reach the floor quickly.
• Report on training effectiveness, quality trends, and top agent skill and process gaps.

Job description

Purpose: Build and run the training and quality framework for in-house and vendor teams so CX delivery is consistent, compliant and continuously improving.

Key responsibilities

• Own the end-to-end training roadmap: induction, nesting, upskilling, refreshers and leadership development.
• Manage trainers (including contract trainers) and the quality analyst team.
• Design the quality framework: audit forms, scoring, sampling, calibration cadence and fatal/non-fatal parameters, across in-house and vendor teams.
• Run calibrations with operations and vendors; ensure scoring consistency.
• Use quality and performance data to define training interventions and track their impact.
• Maintain the knowledge base and SOP library, and ensure process changes reach the floor quickly.
• Report on training effectiveness, quality trends, and top agent skill and process gaps.

KPIs: Quality score, calibration variance, time to proficiency, training effectiveness, new-hire attrition, knowledge-base accuracy.