Head Training And Quality

This is a Training & Quality - Head role with us. We are a BPO based in Noida. This is a WFO role. Please apply if you have at-least 5-6 years experience in Training & Quality in a BPO.

We are seeking a dynamic and results-driven Training and Quality Head to lead and oversee the training and quality functions for our BPO operations. This critical role involves strategizing, designing, and executing comprehensive training programs and quality initiatives to enhance employee performance, ensure client satisfaction, and drive operational excellence. The ideal candidate will have a strong background in BPO training and quality, with a proven ability to manage teams and implement scalable solutions.

Role & responsibilities

Training Management

Develop and implement training strategies to address business needs, including new hire training, refresher programs, and skill enhancement initiatives.

• Work with Instructional designer to create training content for diverse audiences, ensuring alignment with client expectations and organizational goals.
• Conduct training needs analysis and identify skill gaps to create targeted development plans.
• Ensure all training programs comply with industry standards, client-specific requirements, and company policies.

Quality Assurance Leadership

Develop and implement quality frameworks, processes, and audit mechanisms to monitor and improve service delivery.

• Oversee call monitoring, transaction evaluations, and feedback processes to ensure adherence to quality standards.
• Analyze quality data to identify trends, root causes of errors, and opportunities for improvement.
• Work closely with operations and client teams to address quality concerns and implement corrective actions.

Team Leadership

• Lead, mentor, and manage a team of trainers and quality analysts, fostering a culture of continuous learning and accountability.
• Set clear performance goals, monitor progress, and provide constructive feedback to team members.
• Promote collaboration between training, quality, and operations teams to ensure seamless knowledge transfer and consistent service delivery.

Client and Stakeholder Engagement

• Collaborate with clients to understand their training and quality requirements and ensure
  compliance with service-level agreements (SLAs).
• Provide regular updates to leadership and clients on training and quality metrics, initiatives, and outcomes.
• Act as a subject matter expert for training and quality during client presentations, audits, and reviews.

Continuous Improvement

• Utilize data and analytics to measure the effectiveness of training programs and quality initiatives.
• Stay updated on industry trends, tools, and best practices to drive innovation in training and quality management.
• Implement technology-enabled solutions, such as Learning Management Systems (LMS) and quality monitoring tools, to enhance efficiency and scalability.

Preferred candidate profile

1. Education: Bachelors degree in Business, Human Resources, or a related field (Masters degree preferred).

2. Experience:

a. 8+ years of experience in training and quality functions within the BPO industry.

5+ years in a leadership role overseeing large teams and multiple processes.

1. Strong understanding of BPO operations, client management, and service delivery frameworks.

2. Expertise in instructional design, adult learning principles, and quality management systems.

3. Proficiency in data analysis and reporting tools to drive insights and decision-making.

4. Excellent communication, presentation, and interpersonal skills.

5. Certification in Six Sigma, COPC, or related quality methodologies is highly desirable.

Training certifications (e.g., CPTM, ATD, or equivalent) are an advantage.