Training & Quality Manager - BPO Navi Mumbai

Urgently required Training & Quality Manager for BPO Real Estate Process- Turbhe Navi Mumbai location, work from office, 6 days working, day shift, immediate joiners preferred.

Candidates from Real estate Background preferred.

Job responsibility:-

1. New Hire Training : Ensure all new hires are equipped with the required product, process, and communication knowledge before going live and the training need to be concluded within 4 days.  Responsibilities: - Interact with the new hires and build rapport Conduct product, process, CRM, and soft skills training. Manage mock calls, and certifications. Coordinate OJT and floor handover with Operations

2. Refresher Training: Improve associate performance by addressing recurring knowledge and quality gaps. Responsibilities:- Identify training needs through QA reports and Operations feedback. Conduct refresher sessions on process updates, objection handling, communication, and compliance. Measure training effectiveness

3. Quality Assurance Management : Maintain and improve quality standards across all projects. Responsibilities:- Allocate audits to the Quality. Ensure that the audit feedback is shared with the agents, Team Leaders and Operations. Ensure adherence to quality benchmarks of minimum 85%.

4. Calibration Management : Ensure consistency in audit scoring and process interpretation. Responsibilities: - Conduct internal and client calibration sessions. Resolve scoring differences. Update audit guidelines when required

5. Performance Improvement (PIP) : Improve performance of low-performing associates. Responsibilities: - Identify associates below quality benchmarks. Prepare improvement plans. Conduct coaching sessions. 2 Track progress

6. OJT & Certification Objective: Ensure trainees are production-ready before floor deployment. Responsibilities: - Monitor OJT performance. Evaluate live call handling. Conduct certification. Recommend floor readiness

7. Reporting & Dashboards : Provide accurate MIS and performance insights. Responsibilities:- Maintain Training Dashboard. Maintain Quality Dashboard. Ensure that the Audit Reports are being published across projects.

8. Stakeholder Management : Ensure effective coordination across departments. Key Stakeholders: - Operations Manager Team Leaders HR IT Clients

Responsibilities: - Share training and quality updates. Resolve operational concerns. Support manpower readiness. Participate in review meetings

9.Process Documentation & Knowledge Management:- Keep all process documents current and accessible.

Responsibilities: - Update SOPs. Maintain training materials. Ensure that the scripts and FAQs are updated. Manage knowledge repository

Key Reports to Maintain

Training Dashboard

Quality Dashboard

Audit Report

Calibration Report

Certification Tracker

OJT Tracker

Attendance Tracker

PIP Tracker