Job Summary

The Training and Quality Manager is responsible for leading the training and quality functions across the assigned project or account to ensure high standards of performance, service delivery, and continuous improvement. This role acts as a key link between internal stakeholders and clients by translating business needs, operational insights, and performance trends into effective training strategies and quality improvement plans.

The role is focused on enhancing customer experience, improving operational efficiency, reducing defects, and driving business performance through structured training initiatives, quality assurance processes, data analysis, and continuous improvement methodologies. The Training and Quality Manager is also responsible for managing the training and quality teams, ensuring proper staffing, productivity, compliance, and the successful implementation of company standards and best practices.

Key Responsibilities and Accountabilities

Lead and manage the training and quality functions to support operational goals and client expectations.
Develop and implement training and quality strategies that improve performance, customer experience, and overall business results.
Ensure all training and quality activities are aligned with business objectives, operational needs, and company standards.
Manage the performance, productivity, and development of training and quality teams.
Monitor key performance indicators (KPIs), quality trends, and business metrics to identify gaps, risks, and opportunities for improvement.
Conduct root cause analysis to identify performance issues and define corrective and preventive actions.
Analyze KPI correlations and operational data to determine drivers of performance and recommend improvement actions.
Ensure regular reporting of quality performance, training effectiveness, and continuous improvement insights to leadership and stakeholders.
Oversee daily, weekly, and monthly quality activities, including coaching plans, defect tracking, action planning, and follow-up.
Ensure effective implementation of quality monitoring processes, sampling plans, and calibration standards.
Manage quality staffing plans, productivity levels, and workload allocation to ensure operational efficiency.
Identify training needs through performance analysis, quality results, job analysis, appraisals, and consultation with business leaders.
Oversee the design, delivery, and continuous enhancement of training programs based on operational requirements and performance trends.
Monitor learning curves and assess training effectiveness by analyzing performance variations across trainers, training groups, teams, and sites.
Identify and share best practices to improve training outcomes and operational consistency.
Focus training and quality improvement efforts on top call drivers, recurring errors, customer pain points, and critical business priorities.
Ensure regular analysis of trends, outliers, and exceptions, providing actionable insights for individuals, teams, and operations.
Support customer experience analysis, including customer journey mapping and service improvement initiatives where applicable.
Lead and promote a culture of continuous improvement using Lean Six Sigma principles and methodologies.
Support and drive innovation projects, process improvement initiatives, and business transformation efforts.
Ensure implementation and compliance with BEST QM standards and support successful audit outcomes.
Liaise with internal departments, business leaders, and client stakeholders to align on quality and training priorities and implement best practices.
Present reports, insights, and recommendations to senior management and relevant stakeholders to support decision-making.
Work closely with operations and other support functions to maximize project performance and business results.
Motivate, coach, and develop managers and team members to achieve and exceed quality and productivity targets.
Promote and reinforce company culture, values, and expected behaviors across the teams.
Ensure adherence to all company policies, procedures, and compliance requirements, including GDPR, information security, health and safety, and corporate social responsibility standards.
Escalate any known breaches of company policies or compliance requirements to leadership immediately.

Education and Qualifications

Bachelor's degree or equivalent higher education qualification is required.
Fluency in English is required.
Lean Six Sigma certification or knowledge is a strong advantage.
Additional certifications in training, quality, coaching, or performance management are a plus.

Work Experience

3 to 5 years of experience in Training, Quality, Operations, or Continuous Improvement.
Previous experience in managing training and/or quality teams is required.
Experience in BPO, customer service, contact center, or service-driven environments is highly preferred.
Experience in stakeholder management and client-facing roles is an advantage.
International or multicultural work experience is a plus.

Required Skills

Technical Skills

Strong working knowledge of Microsoft Office Suite, especially Excel, PowerPoint, and Word.
Ability to use internet-based applications, reporting systems, and operational tools.
Strong analytical and reporting skills with the ability to interpret data and convert insights into action plans.
Good understanding of KPI analysis, root cause analysis, and performance management.
Familiarity with quality assurance methodologies, coaching frameworks, and learning effectiveness measurement.
Understanding of continuous improvement methodologies, including Lean Six Sigma, is preferred.

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