We are seeking a Training Quality Manager to lead the end-to-end training and quality framework for our BPO operations.
This role will be responsible for people management, KPI ownership, and continuous improvement initiatives , ensuring agents and leaders deliver a high-quality customer experience.
The ideal candidate will bring strong contact center operational expertise , with a focus on First Contact Resolution , training effectiveness, and quality performance.
Responsibilities Own end-to-end training and quality strategy for new hire, cross-skill, upskill, nesting, refresher, and remediation needs across the supported lines of business.
Design and govern learning plans that build agent capability in troubleshooting, repair handling, Wi-Fi issue resolution, systems navigation, customer communication, and escalation management.
Lead the quality assurance team and calibration process to maintain scoring consistency, actionable feedback, and alignment with client expectations.
Use quality findings, customer trends, repeat contact patterns, and operational defects to identify root causes and launch targeted improvement plans.
Partner with operations and WFM to align training throughput, nesting capacity, and timing of interventions with volume demand and floor readiness.
Develop coaching frameworks, side-by-sides, huddles, and knowledge reinforcement activities for agents, supervisors, and SMEs.
Maintain governance on training content, job aids, process updates, certification criteria, and controlled rollout of client changes.
Report on training effectiveness, nesting success, speed to proficiency, quality trends, error drivers, and learning ROI to leadership and clients.
Support client visits, business reviews, and audits by demonstrating the maturity of the training and quality operating model.
Drive a culture of continuous improvement where quality outcomes are used to improve customer experience, reduce rework, and strengthen first-contact resolution.
