Training and Quality Manager

Spes Staffing Solutions; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Spes Staffing Solutions is seeking a Manager I Quality & Training to lead training and quality teams in an international process environment. The role oversees new hire training, nesting, batch performance, and continuous learning initiatives, while driving quality frameworks and process improvements.

The ideal candidate has 8+ years in BPO/customer service with 2–4 years in management, strong leadership, and proficiency in MS Excel and PowerPoint.

Qualifications

• 8+ years of experience in BPO/Customer Service, with 2–4 years in a management role.
• Strong experience handling both Training and Quality functions.
• COPC knowledge is mandatory for both Training & Quality.
• Excellent leadership, analytical, communication, and stakeholder management skills.
• Proficiency in MS Excel and PowerPoint.

Responsibilities

• Lead and manage Training and Quality teams, including Trainers, Quality Analysts, and QA Leads.
• Oversee new hire training, nesting, batch performance, and continuous learning initiatives.
• Drive training effectiveness, employee development, and performance improvement.
• Develop and implement quality frameworks, audit processes, and improvement plans.
• Analyze quality trends, identify root causes, and drive business KPIs.
• Collaborate with Operations and clients to improve overall process performance.
• Monitor team metrics and present performance updates during MBRs and QBRs.
• Drive process improvement projects using Six Sigma, COPC, PDCA, and RCA methodologies.

Skills

Training management

Quality management

Leadership

Stakeholder management

COPC knowledge

MS Excel

PowerPoint

Six Sigma

Education

Graduate

Tools

MS Excel

PowerPoint

Job description

Hiring: Manager I Quality & Training (Call / Whats app: 8530044462)

Location: Gurgaon
Experience: 8+ Years
Qualification: Graduate
CTC: 1416 LPA
Notice Period: Maximum 30 Days
Shift: Rotational | 5 Days Working
Transport: Available
Process: International
Open Positions: 1

Job Responsibilities:

• Lead and manage Training and Quality teams, including Trainers, Quality Analysts, and QA Leads.
• Oversee new hire training, nesting, batch performance, and continuous learning initiatives.
• Drive training effectiveness, employee development, and performance improvement.
• Develop and implement quality frameworks, audit processes, and improvement plans.
• Analyze quality trends, identify root causes, and drive business KPIs.
• Collaborate with Operations and clients to improve overall process performance.
• Monitor team metrics and present performance updates during MBRs and QBRs.
• Drive process improvement projects using Six Sigma, COPC, PDCA, and RCA methodologies.

Desired Skills & Experience:

• 8+ years of experience in BPO/Customer Service, with 2–4 years in a management role.
• Strong experience handling both Training and Quality functions.
• COPC knowledge is mandatory for both Training & Quality.
• Excellent leadership, analytical, communication, and stakeholder management skills.
• Proficiency in MS Excel and PowerPoint.
• Six Sigma Green Belt certification will be an added advantage.