Head - Training & Quality - BPO

Female candidates Preferred

About the Role

We are seeking an experienced Training and Quality Head to lead our Learning & Development and Quality functions across international BPO operations. The ideal candidate will have a proven record of driving performance excellence, designing strategic training programs, and implementing world-class quality frameworks to enhance customer experience and operational efficiency.

Key Responsibilities

Training Function:

- Design, develop, and implement comprehensive training programs (Voice, Non-Voice, Technical & Process).

- Oversee new hire induction, process training, and continuous learning initiatives.

- Partner with Operations, HR, and Clients to identify training needs and performance gaps.

- Drive upskilling and reskilling initiatives aligned with business objectives.

- Develop metrics to evaluate training effectiveness and ROI.

Quality Function:

- Establish and maintain robust Quality frameworks and audit processes.

- Drive process improvement and standardization across multiple accounts.

- Monitor key performance indicators (CSAT, FCR, AHT, Accuracy, etc.) to enhance service quality.

- Lead root cause analysis and implement corrective action plans.

- Ensure compliance with client quality parameters and contractual SLAs.

Leadership & Strategy:

- Lead and mentor a large team of trainers, quality analysts, and managers.

- Partner with senior stakeholders to develop strategic initiatives for performance improvement.

- Implement global best practices in Learning, Quality, and Performance Excellence.

- Support business expansion through quality-driven training initiatives.

Key Skills & Competencies

- Strong exposure to international voice and non-voice processes (US/UK/ Shifts)

- Expertise in training design, delivery, and evaluation methodologies (ADDIE, Kirkpatrick Model, etc.).

- Proven ability to drive Six Sigma / Lean / COPC based quality improvement projects.

- Excellent leadership, communication, and stakeholder management skills.

- Data-driven mindset with strong analytical and reporting skills.

The candidates must have worked on Quality tools like

1. Quality Governance

2. Review and Audits

3. Kaizen

4. Root Cause Analysis

5. Fish bone Analysis

6. DMAIC

Qualifications

- Graduate / Postgraduate in any discipline.

- Certification in Six Sigma Green Belt / COPC / Instructional Design preferred.

- Proven experience of 12-15 years in Training and Quality management in international BPOs.

- Minimum 3 years in a senior leadership role.

Work Schedule

- Rotational shifts aligned with international time zones (if required).

- 5-day working week.