Traning and Quality Manager

r3 Consultant; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading training organization in Gurugram seeks a Training Manager to oversee the design and delivery of training programs aimed at enhancing employee performance. Responsibilities include implementing training strategies and managing a team, along with evaluating training effectiveness. The ideal candidate should have over 5 years of training and development experience and a Bachelor’s degree in Education or HR. Proficiency in LMS and strong leadership skills are key to success in this role.

Qualifications

• 5+ years of experience in training and development, preferably in a BPO or contact center.
• Proficient in instructional design models like ADDIE, Bloom’s Taxonomy.
• Multilingual preferred.

Responsibilities

• Develop and implement training strategies aligned with business goals.
• Evaluate training effectiveness and make improvements as needed.
• Manage a team of trainers and/or training coordinators.

Skills

Strong knowledge of adult learning principles and training methodologies

Excellent communication and presentation skills

Strong leadership and instructional design skills

Education

Bachelor’s degree in Education, HR, or a related field

Tools

E-learning tools

Learning Management Systems (LMS)

Job description

Purpose of Role

The Training Manager oversees the design, development, and delivery of training programs to enhance employee performance and meet business objectives.

Accountability & Responsibilities of Role

• Develop and implement training strategies aligned with business goals.
• Design and deliver training programs for new hires and existing employees.
• Evaluate training effectiveness and make improvements as needed.
• Collaborate with Operations and Quality teams to identify training needs.
• Manage a team of trainers and/or training coordinators.
• Monitor training budgets and resources.
• Ensure compliance with client-specific training requirements.

Position Requirements

Educational Background

• Bachelor’s degree in Education, HR, or a related field.

Work Experience

• 5+ years of experience in training and development, preferably in a BPO or contact center.
• Strong leadership and instructional design skills.

Technical / Industry Skills

• Strong knowledge of adult learning principles and training methodologies.
• Excellent communication and presentation skills.
• Proficiency in e-learning tools and Learning Management Systems (LMS).

Key Competencies

• Strategic Thinking & Planning
• Ability to align training initiatives with business objectives.
• Proactive in identifying long‑term skill gaps and planning accordingly.
• Capable of building scalable training strategies that support organizational growth.

Training & Instructional Design Expertise

• Proficient in adult learning principles, instructional design models (ADDIE, Bloom’s Taxonomy, etc.), and modern training methodologies.
• Skilled in developing engaging, effective training content tailored to diverse learner profiles.
• Leadership & Team Management: Ability to lead, mentor, and develop a team of trainers or coordinators; strong delegation, conflict resolution, and motivation skills.
• Collaboration & Cross‑Functional Coordination: Works closely with Operations, Quality, and HR teams; strong stakeholder management and interpersonal relationship‑building skills.
• Analytical & Evaluation Skills: Uses data and feedback to assess training impact; skilled in post‑training analysis, reporting, and making data‑driven improvements.
• Technological Proficiency: Strong command over e-learning platforms, LMS, and virtual training tools; adapts to new technologies quickly and leverages them for training delivery.
• Cultural Sensitivity & Adaptability: Capable of working effectively with teams across multiple cultures and nationalities; flexible in approach and respectful of global perspectives and work styles.
• Professionalism & Integrity: Maintains a high level of professionalism, punctuality, and ethical standards; represents the training function with integrity and credibility.

Success Metrics

• Capable to work with multi‑culture/nationalities.
• Maintain punctuality and professionalism.
• Multilingual preferred.

Work Environment & Schedule

• Full‑time role; shift‑based or fixed schedule as per business requirements.
• On‑site model.
• May require weekend availability based on campaign or customer demand.

Seniority Level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Quality Assurance

Industries

• IT Services and IT Consulting
• Telecommunications
• Telephone Call Centers