Training and Quality Manager

Key Responsibilities:

• Deliver

  new hire (induction) training

  and process training for domestic voice process.
• Conduct

  refresher training

  sessions to upskill existing agents based on performance gaps.
• Ensure that trainees meet the

  minimum proficiency level

  before moving to operations.
• Create, update, and maintain training

  modules, SOPs, scripts

  , and assessments.
• Use role-plays, mock calls, and simulations to reinforce learning.
  
• Monitor and evaluate training

  effectiveness and knowledge retention

  .
• Provide

  feedback to agents and team leads

  based on observations during floor support.
• Collaborate with QA and Ops teams to identify skill gaps and implement corrective training plans.
  
• Maintain detailed training records and prepare

  training reports and dashboards

  .
• Support during process migrations or rollouts of new campaigns/products.
  

Requirements:

• Experience:

  3 years as a process trainer or senior agent in a voice-based BPO (domestic).

• Education:

  Graduate in any discipline (preferred).

• Languages:

  Proficient in Hindi and English (regional language knowledge is a plus).
• Strong presentation, communication, and interpersonal skills.
  
• Good command over MS Office tools (Word, Excel, PowerPoint).
  
• Flexibility to work in rotational shifts if required.
  

Preferred Qualities:

• Passion for teaching and mentoring.
  
• Ability to manage and engage a large batch.
  
• Patience, adaptability, and strong listening skills.
  
• Prior experience with telecom, DTH, BFSI, or government-based domestic projects is a plus.