Join Our Team as a Training & Quality Manager / Assistant Manager / QA

Combined Job Description: Training & Quality Manager | Assistant Manager - Training &

Quality | Quality Assurance Specialist

About the Role

We are seeking experienced Training & Quality Professionals across multiple levels to drive operational excellence, quality enhancement, process improvements, and workforce capability development within our BPO operations. The ideal candidates will have strong expertise in quality frameworks, team management, stakeholder engagement, SLA management, process training, and continuous improvement methodologies.

1. Quality Assurance Specialist (QAS)

Experience

• Minimum 3+ years of experience in Quality Assurance within a Non-Voice BPO environment.

Key Responsibilities

• Conduct quality audits and monitor team performance against established standards.
• Ensure adherence to client requirements, compliance policies, and operational SLAs.
• Analyze quality trends and identify performance improvement opportunities.
• Prepare and publish quality reports, dashboards, and management updates.
• Facilitate calibration sessions to ensure scoring consistency.
• Work closely with operations teams to drive quality improvements.
• Manage and mentor quality analysts or small teams.
• Implement quality initiatives using structured problem-solving methodologies.

Required Skills

• Strong experience in Non-Voice Operations.
• Team handling experience.
• Good understanding of SLA management and performance metrics.
• Expertise in quality concepts and frameworks.
• Hands-on experience with 7 QC Tools.
• Strong analytical, reporting, and communication skills.

2. Assistant Manager - Training & Quality

Experience

• Minimum 5+ years of experience in Training and Quality functions within Non-Voice or Semi-Voice BPO operations.

Key Responsibilities

• Manage training and quality processes to meet client and business objectives.
• Deliver process, product, and behavioral training programs.
• Conduct training needs analysis and develop training interventions.
• Facilitate calibration sessions and maintain quality governance.
• Monitor quality scores and implement corrective action plans.
• Drive continuous improvement projects using quality methodologies.
• Manage client expectations and ensure SLA compliance.
• Lead and mentor quality and training teams.
• Conduct root cause analysis and process improvement initiatives.

Required Skills

• Strong knowledge of 7 QC Tools.
• Certified Lean Six Sigma Green Belt or Yellow Belt preferred.
• Experience in Non-Voice or Semi-Voice environments.
• Strong client handling and stakeholder management skills.
• Experience in maintaining quality scores and operational excellence.
• Team management experience.
• Excellent process training and coaching abilities.

3. Training & Quality Manager

Experience

• Minimum 8+ years of relevant experience in Training & Quality management roles within the BPO industry.

Key Responsibilities

• Lead end-to-end Training and Quality functions across multiple business units.
• Manage client relationships and act as the primary quality governance lead.
• Drive strategic quality initiatives and continuous improvement programs.
• Manage process excellence projects focused on Sigma score improvements.
• Establish quality frameworks, governance mechanisms, and performance standards.
• Collaborate with cross-functional teams to improve operational efficiency.
• Lead people development, succession planning, and capability-building initiatives.
• Conduct business reviews and present quality performance metrics to stakeholders.
• Drive transformation projects and process optimization initiatives.

Required Skills

• Expertise in 7 QC Tools, Lean Six Sigma, and Process Improvement methodologies.
• Lean Six Sigma Green Belt or Black Belt certification is mandatory.
• Strong experience in client management and people leadership.
• Experience managing multiple Lines of Business (LOBs).
• Domain expertise in one or more of the following:
• US Logistics
• US Banking
• US Healthcare
• US Mortgage
• Other US-based BPO processes
• Strong understanding of Sigma score management.
• Knowledge of cross-functional operations and business transformation.
• Excellent stakeholder management and presentation skills.

Preferred Qualifications for All Roles

Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Experience working in fast-paced BPO environments
Exposure to quality frameworks and continuous improvement methodologies
Ability to influence stakeholders and drive operational excellence

Location:Chennai

Hiring For

• Quality Assurance Specialist
• Assistant Manager - Training & Quality
• Training & Quality Manager