Training & Quality Assurance Manager

As a Training & Quality Assurance Manager, you will manage quality assurance initiatives, develop training programs, analyze data for performance metrics, and lead a team to enhance customer satisfaction and service quality using insights and AI strategies.

Job Responsibilities

1. Training Needs Assessment and Program Development

• Build and maintain a robust Training Needs Analysis (TNA) system to identify skills gaps and align training with business objectives.

• Develop a comprehensive Training Master Plan for the Commercial department, tailored to meet practical demands and enhance team capabilities.

• Design and implement customized training programs for technical and non-technical teams, focusing on customer experience and operational excellence.

• Analyze quality and performance data to identify trends, address improvement areas, and continuously update training programs to align with job responsibilities and career growth. Program Management and Evaluation

• Plan, execute, and monitor all aspects of training programs, demonstrating strong project management skills.

• The analysis of data related to training and quality to provide relevant recommendations to guide continuous improvements in customer service

2. Program Management and Evaluation

• Plan, execute, and monitor training programs, demonstrating strong project management skills to ensure timely and quality delivery.

• Oversee all quality assurance initiatives across operations, including collaboration with BPO vendors, ensuring compliance with service excellence standards.

• Manage training logistics, resources, and Learning Management Systems (LMS) for seamless program delivery.

• Collaborate with cross-functional teams to integrate training and quality initiatives into the broader business strategy.

3. Evaluating Training Programs Effectiveness

• Establish and maintain quality assurance processes to ensure service excellence and compliance with industry standards.

• Measure the effectiveness of training programs using KPIs and employee performance metrics.

• Collect feedback from stakeholders and participants to refine training programs and align them with organizational goals.

• Prepare and present comprehensive evaluation reports to senior management, providing actionable insights and

recommendations for continuous improvement.

• 8++ years of experience in Training and Quality Assurance, with a background in contact center operations and the customer service industry.

• Proficient in implementing training and quality strategies.

• Familiarity with Learning Management Systems and Quality Management Systems.

• Strong data analysis skills to derive insights and implement data-driven strategies.

• Good training sense in terms of training delivery & training quality controlling.

• Strong leadership skills with a track record of team development.

• Skills: Excellent presentation, facilitation, and training skills, proficiency in software applications such as Word, Excel, and PowerPoint.