Training & Quality Manager

MediBuddy; Indore District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

MediBuddy is seeking a hands-on Manager – Quality & Training in Indore to lead the Quality & Training charter. You will manage a team of auditors and trainers, drive stakeholder alignment, and embed AI into SOPs and training workflows to accelerate delivery.

You will use your deep audit and training expertise to build scalable content, SOPs, and audit frameworks, while ensuring compliance and strong people development across the center.

Qualifications

• Hands-on quality audits and training experience in BPO/healthcare voice processes.
• Proven team leadership and people development.
• Strong English and Hindi communication skills.
• Experience with AI tools for SOPs and training content.

Responsibilities

• Lead the Quality & Training team at the Indore center and drive ownership.
• Collect stakeholder feedback and represent the function in meetings.
• Plan and review quality audits; own end-to-end training delivery.
• Embed AI in SOPs, training content, and audit forms.
• Track audits and training MIS dashboards for leadership.

Skills

Bilingual English-Hindi

People management

Quality audits

Training delivery

AI tools

SOP creation

Training modules

Audit forms design

Stakeholder management

MIS reporting

RCA & CAPA basics

Six Sigma basics

Healthcare domain

CRM familiarity

LMS familiarity

Onboarding design

Education

Graduate degree

MBA or equivalent

Tools

CRM tools

QA scorecards

LMS platforms

AI content tools

Audit form design tools

Job description

Manager – Quality & Training to lead the Quality & Training charter for our Indore center. This is

a hands‑on leadership role responsible for the full team of quality auditors and trainers, for

driving stakeholder alignment across functions, and for embedding AI into everyday quality and

training workflows. The ideal candidate combines strong people leadership with deep audit and

training expertise, and is comfortable using AI tools to build SOPs, training content, and audit

frameworks at speed.

Key Responsibilities:

Team & People Management

• Lead, mentor and manage the entire Quality & Training team at the Indore center,
• Drive performance management, capability building, and career development for direct reports.
• Build a strong, accountable team culture with clear ownership of quality and training outcomes.

Stakeholder & Feedback Management

• Proactively and continuously collect feedback from all relevant stakeholders (Sales, Operations, Clinical, Leadership).
• Attend all stakeholder meetings and represent the Quality & Training function.
• Conduct regular joint working sessions with cross-functional teams to close feedback loops.
• Conduct structured one-on-one meetings with team members to track development and

Quality Audits & Training Delivery

• Plan, execute and review quality audits across calls/processes; identify gaps and drive
• Own end-to-end training delivery — new hire induction, refresher training, and process upskilling.
• Ensure consistent SOP adherence and drive a zero-tolerance approach to critical compliance breaches.

AI-Enabled Quality & Training

AI is core to this role: Quality and Training at MediBuddy is moving to be significantly AI- oriented. The candidate must be comfortable using AI tools as part of daily work, with no hiccups in adoption or execution.

• Use AI tools to generate and maintain SOPs that are accurate, current and easy to follow.
• Build training modules and training agendas using AI-assisted content creation.
• Design, build and maintain audit forms, iterating them as processes evolve.
• Identify opportunities to bring AI into other Quality & Training workflows (reporting,

Reporting & Process Improvement

• Track and present audit and training MIS/dashboards to leadership on a regular cadence.
• Conduct root cause analysis on recurring quality issues and drive closure of action items.

Required Skills & Qualifications

• Strong command of English and Hindi — written and verbal — is mandatory.
• Prior hands-on experience in quality audits and training, ideally in a BPO, Inside Sales, or healthcare/voice process environment.
• Proven experience managing and developing a team — strong people management skills
• Very good command of AI tools, with the ability to use them confidently for SOP creation, training content, and audit form design.
• Demonstrated experience creating and maintaining SOPs, training modules, training agendas, and audit forms.
• Strong stakeholder management skills, with the ability to run structured meetings, working sessions, and one-on-ones.
• Strong analytical and problem-solving ability — comfortable working with quality/audit data and MIS reporting.
• Excellent verbal and written communication and presentation skills.
• Graduate degree required; MBA or equivalent is preferred.

Good to Have

• Experience with LMS/e-learning platforms and digital training content design.
• Familiarity with CRM and call-quality tools used in Inside Sales (dialers, CRM, QA scorecards).
• Experience designing structured onboarding/induction journeys for new hires.
• Exposure to process improvement frameworks (RCA, CAPA, Six Sigma basics).
• Experience managing geographically distributed teams across multiple centers.
• Prior experience in the healthcare, insurance, or healthtech domain.