Director, Training & Quality- BPO

Company Profile

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com

Job Overview:
As the Director of Training & Quality in our BPO company, you will play a critical role in ensuring that our employees are well-trained and equipped with the skills and knowledge needed to excel in their roles. You will lead the training and development function, working closely with department heads and stakeholders to implement effective training programs and strategies that align with the company's objectives.

Key Responsibilities:
Training Strategy: Develop and implement a comprehensive training strategy to support the company's goals and objectives. Ensure that training initiatives align with business priorities.

Team Leadership: Lead and manage the training team, including trainers, training managers, and coordinators. Provide guidance, coaching, and mentorship to the team.

Curriculum Development: Create and maintain training curricula that cover various aspects of the BPO industry, including product knowledge, soft skills, customer service, compliance, and technology.

Training Program Delivery: Oversee the design and delivery of training programs, including classroom training, e-learning, on-the-job training, and workshops.

Assessment and Evaluation: Implement assessment tools and evaluations to measure the effectiveness of training programs and adjust them as necessary to improve performance.

Quality Control: Ensure that training programs meet high-quality standards, and that trainers deliver consistent, accurate, and engaging content.

Compliance and Regulatory Training: Stay up-to-date with industry regulations and ensure that employees receive appropriate training to maintain compliance.

Technology Integration: Incorporate innovative training technologies and tools to enhance training efficiency and effectiveness.

Budget Management: Manage the training departments budget, ensuring that resources are allocated efficiently.

Stakeholder Collaboration: Collaborate with department heads, operations teams, and other stakeholders to identify training needs, align training programs with operational goals, and provide support for employee development.

Data Analysis: Analyze training data and metrics to identify areas for improvement and make data-driven decisions to enhance training outcomes.

Performance Improvement: Implement performance improvement initiatives based on training outcomes and feedback from employees and clients.

Leadership Development: Implement leadership development programs to nurture leadership skills within the organization.

Implement robust monitoring of internal QA and maintains an efficient performance management system

Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.

Qualifications:

• Bachelor’s degree in a relevant field. A master’s degree or relevant certifications (e.g., CPTD) is a plus.
  • Proven experience in training and development, with several years of leadership experience.
  • Strong understanding of BPO operations, industry-specific processes, and best practices.
  • Excellent communication and presentation skills.
  • Proficiency in learning management systems and training software.
  • Analytical and data-driven decision-making skills.
  • Leadership and team management abilities.
  

We offer a competitive salary, benefits, and career growth opportunities for the right candidate. If you are passionate about training and development and have a track record of success in a BPO environment, we invite you to apply for this leadership role.

Please note that this is a sample job description, and the specific responsibilities and qualifications may vary depending on the BPO company’s unique needs and goals.