Training And Quality Manager

Company Description Hansa Direct, is a specialized Customer Experience Centre supported by experts in data, analytics, MarTech, and digital solutions. The company focuses on building long-term customer relationships through ongoing, personalized, omni-channel engagement rather than resolving only one-off issues. Customer Experience Agents manage a wide range of touchpoints to deliver superior customer experience, stronger ROI, and meaningful insights into customer-centric initiatives. Hansa Direct provides 24×7, multi-lingual, end-to-end customer experience management powered by analytics on customer interactions from inquiry to post-sales service. By leveraging interaction and call center analytics, the organization continuously improves coaching, performance, and processes to make customer-facing teams more effective, efficient, and engaging.

Role Description The Training and Quality Manager is a full-time, on-site role based in Airoli . This role is responsible for designing, delivering, and evaluating training programs for Customer Experience Agents and team leaders, ensuring that all staff are equipped to provide consistent, high-quality customer interactions. The Training and Quality Manager develops training content, conducts onboarding and refresher sessions, and implements coaching plans based on performance data and interaction analytics. Daily responsibilities include monitoring calls and digital interactions, auditing customer communication for compliance with policies, tracking quality metrics, and providing actionable feedback to improve service standards. The role collaborates closely with operations, analytics, and leadership teams to refine training frameworks, address skill gaps, and drive continuous improvement in customer experience outcomes.

Qualifications

• Strong expertise in training design and delivery, including curriculum development, facilitation of classroom and on-the-job training, and coaching for performance improvement.
• Experience in Quality Assurance for customer service or contact center environments, including call monitoring, interaction auditing, and implementation of quality frameworks and scorecards.
• Proficiency in data analysis and reporting, with the ability to interpret interaction analytics, identify trends, and translate insights into practical training and quality initiatives.
• Solid knowledge of customer experience principles, omni-channel engagement practices, and best-in-class contact center operations.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders and support behavior change across teams.
• Strong organizational and time-management skills, including the ability to manage multiple training calendars, quality reviews, and process improvement projects.
• Experience in people management or team leadership within a customer service, BPO, or CX environment is highly beneficial.
• Bachelor’s degree in business, communications, psychology, or a related field; relevant certifications in training, quality management, or customer experience are a plus.
• Comfort working with CRM, contact center, and learning management systems