Training & Quality Head - ITeS/BPO

About the Role:

We are looking for a dynamic and experienced Training & Quality Head to lead our learning, development, and quality assurance initiatives. The ideal candidate will ensure that all associates are well-trained, consistently meet quality standards, and contribute to superior customer experience.

Key Responsibilities:

Training:

- Design, implement, and manage comprehensive training programs for new hires and ongoing employee development.

- Develop training content, materials, and assessments tailored to business processes and client requirements.

- Collaborate with operations and HR teams to identify skill gaps and training needs.

- Track training effectiveness through assessments, feedback, and performance metrics.

- Ensure smooth onboarding for new associates with structured orientation programs.

Quality:

- Define, implement, and monitor quality standards and metrics for all customer interactions.

- Conduct regular quality audits, call monitoring, and process adherence checks.

- Analyze performance data to identify trends, areas for improvement, and training needs.

- Work closely with team leads and operations to implement corrective and preventive measures.

- Drive initiatives for continuous improvement in service delivery and customer satisfaction.

Leadership & Strategy:

- Lead and mentor a team of trainers and quality analysts.

- Partner with operations and HR leadership to align training and quality strategies with business goals.

- Develop and implement innovative tools, techniques, and technologies to enhance learning and quality assurance.

- Stay updated with industry best practices and integrate them into the organization's processes.

Required Skills & Qualifications:

- Bachelor's degree; MBA or relevant postgraduate degree preferred.

- 10-15 years of experience in BPO training and quality management, with at least 3 years in a leadership role.

- Strong knowledge of customer service processes, KPIs, and quality frameworks.

- Excellent leadership, communication, and presentation skills.

- Data-driven mindset with proficiency in performance analytics and reporting.

- Ability to work in a fast-paced environment and manage multiple priorities.