Training Manager - QA - BPO/KPO/IT/Telecom

QA-Traning Manager (Navi Mumbai/Thane/Mumbai)

Roles and Responsibilities :

- Manages center training and quality assurance programs and staff and evaluates and delegates work assignments based on needs and scope of work

- Supports sales team and center management team with new programs throughout program development, implementation, and maintenance

- Conducts trainer observations and monitors trainer and trainee performance

- Performs internal audits of quality files to ensure policy and procedure compliance, tracks quality certification completion, and conducts coaching observations

- Ensures training and quality expectations of client, center, and corporation are met

- Works directly with operations management to identify, report, and address training and quality needs for curriculum design, trends, and performance

- Ensures all reporting requirements are complied with for client, center and corporate

- Coordinates with training to ensure that all quality opportunities are addressed to improve overall performance

- Provides regular training and quality performance results to managers, center operations team, and corporate

- Participates in on-site client review meetings including the development of training programs or interventions

- Consults with operations, recruiting, and quality to determine training needs, procedural updates, trainee performance, and attend calibration and monitoring sessions to ensure program compliance and balance

- Monitors trainer utilization and completes trainer time transfer in Oracle to programs

- Oversees work schedules for quality assurance teams

- Manages staffing needs and ensure ratios are maintained to provide appropriate operational support

- Completes and maintains training schedule and calendar of internal remote monitoring sessions with clients to ensure overlap of accounts does not occur

- Coordinates with training team to develop new programs, new hire classes for existing programs, and/or changes to programs and makes recommendations to training agenda or curriculum as necessary

- Coordinates updates and maintenance of quality equipment and software programs

- Maintains positive, consistent and effective communication with staff, peers and senior management

- Conducts PACE training and certification