Training & QA Manager

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.