Training And Quality - Manager

Imarque Solutions; Chennai District; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

IMARQUE SOLUTIONS PRIVATE LIMITED(BPO) in Chennai is seeking a Training & Quality Manager to design and run training programs and QA frameworks that boost agent performance, customer satisfaction, and compliance with organizational standards in a BPO environment.

This role focuses on continuous improvement of agent performance, process quality, and service delivery, coordinating onboarding, refresher sessions, and performance analytics while ensuring SLAs and regulatory standards are met.

Qualifications

• Any degree.
• 5–10 years of experience in BPO, with at least 23 years in a T&Q leadership role.

Responsabilités

• Training Management: Design and deliver onboarding and ongoing training programs.
• Quality Assurance: Develop quality monitoring frameworks and scorecards; conduct call audits and evaluations.
• Performance Improvement: Lead continuous improvement initiatives (Lean, Six Sigma, etc.).
• Team Management: Lead and mentor training and quality teams; set goals and conduct appraisals.
• Stakeholder Management: Liaise with clients and internal stakeholders; present reports and insights.

Connaissances

BPO operations

Quality frameworks

Training methodologies

Communication skills

Analytical reporting

Lean Six Sigma

COPC (preferred)

Stakeholder management

Formation

Any degree

Outils

Excel

Dashboards

Description du poste

Job Title:

Training & Quality Manager BPO

Job Summary:

The Training and Quality Manager is responsible for designing, implementing, and managing training programs and quality assurance frameworks to ensure high performance, customer satisfaction, and compliance with organizational standards in a BPO environment. This role focuses on continuous improvement of agent performance, process quality, and service delivery.

Key Responsibilities:

Training Management:

• Design and deliver onboarding (new hire) and ongoing training programs.
• Identify training needs through performance analysis and feedback.
• Develop training materials, SOPs, manuals, and e-learning modules.
• Conduct refresher sessions, soft skills, and product/process training.
• Evaluate training effectiveness through assessments and KPIs.

Quality Assurance:

• Develop and implement quality monitoring frameworks and scorecards.
• Conduct call audits, chat/email evaluations, and compliance checks.
• Analyze quality data to identify trends, gaps, and improvement areas.
• Provide actionable feedback and coaching to agents and team leaders.
• Ensure adherence to client SLAs, KPIs, and regulatory standards.

Performance Improvement:

• Collaborate with operations to improve agent productivity and quality.
• Drive continuous improvement initiatives (Lean, Six Sigma, etc.).
• Implement corrective and preventive action plans.

Team Management:

• Lead and mentor training and quality teams.
• Set goals, monitor performance, and conduct appraisals.
• Foster a culture of learning and quality excellence.

Stakeholder Management:

• Liaise with clients and internal stakeholders for training and quality alignment.
• Present reports, dashboards, and insights to senior management.
• Participate in client calibration sessions and audits.

Reporting & Analytics:

• Track key metrics such as CSAT, QA scores, FCR, AHT, and NPS.
• Prepare weekly/monthly reports on training effectiveness and quality performance.
• Use data to drive strategic decisions.

Required Skills & Competencies:

• Strong knowledge of BPO operations (voice/non-voice/blended).
• Expertise in quality frameworks and training methodologies.
• Excellent communication, presentation, and coaching skills.
• Analytical mindset with proficiency in reporting tools (Excel, dashboards).
• Familiarity with Lean, Six Sigma, COPC (preferred).
• Ability to manage multiple projects and stakeholders.

Qualifications:

• Any degree.
• 5 - 10 years of experience in BPO, with at least 23 years in a T&Q leadership role.

Key Performance Indicators (KPIs):

• Quality scores and compliance rates
• Training effectiveness (post-training performance improvement)
• Customer satisfaction (CSAT/NPS)
• Reduction in errors and reworkAgent performance improvement metrics

Immediate Joiners preferred*

Walk-in -- Monday to Saturday (10 am to 6pm)

Venue and location

IMARQUE SOLUTIONS PRIVATE LIMITED(BPO) MaanSarovar Tower, 271A, Scheme Rd, Teynampet, Chennai, Tamil Nadu 600018 Landmark: Near Anna Arivalayam

HR Contact Person - Baskar - 9150488687