Training and Quality Manager

Role & responsibilities

Training & Development:

• Identify training needs through collaboration with various departments.
• Conduct assessments to understand skills gaps and training requirements.
• Develop and implement training programs aligned with business objectives.
• Design training materials, modules, and activities.
• Schedule and coordinate training sessions, ensuring smooth execution.
• Deliver or arrange for training programs, ensuring effective content delivery.
• Assess training effectiveness through feedback and performance metrics.
• Modify programs based on evaluations to enhance impact.
• Utilize e-learning tools and technology for enhanced training outcomes.
• Prepare and maintain a Monthly Training Calendar.

Quality Management:

• Lead a team of Quality Analysts (QAs) responsible for monitoring and evaluating customer interactions (calls/field).
• Ensure Quality Team meets evaluation targets accurately and timely.
• Conduct monthly call calibrations to improve processes and remove gaps.
• Perform root cause analysis to determine knowledge gaps and address them.
• Train and guide QAs on Quality Analysts (QAs) team performance improvement strategies.
• Evaluate QAs on a daily, weekly, or monthly basis to track performance trends.
• Collaborate with Training and Operations teams to drive continuous improvement in sales and service performance.
• Align performance standards with leadership via regular calibration sessions and feedback.
• Analyze data to identify areas for improvement and ensure compliance with regulatory requirements.

Performance & Compliance:

• Maintain training records, attendance, and performance outcomes.
• Generate reports such as Monthly Quality Dashboard, Bottom Quartile Performance, and Error Findings Reports.
• Audit scorecards/KPIs of Trainers and Quality Analysts at a national level.
• Ensure training programs comply with industry regulations and standards.
• Stay updated with regulatory changes impacting training and quality assessment.

Preferred candidate profile

• Education: Bachelors degree in HR, Business Administration, or a related field.
• Experience: 2-4 years of managerial experience in training and quality management.
• Strong knowledge of training methodologies and quality assurance frameworks.
• Hands-on experience in performance evaluation and root cause analysis.
• Excellent communication, leadership, and analytical skills.
• Proficiency in using e-learning tools and data analysis software.
• Ability to work collaboratively with cross-functional teams.

Perks and benefits

• 5 Days Working
• Day shift
• Inhouse role
• Medical insurance