Traning and Quality Manager

Purpose of Role: The Training Manager oversees the design, development, and delivery of training programs to enhance employee performance and meet business objectives.

Accountability & Responsibilities of Role:

• Develop and implement training strategies aligned with business goals.
• Design and deliver training programs for new hires and existing employees.
• Evaluate training effectiveness and make improvements as needed.
• Collaborate with Operations and Quality teams to identify training needs.
• Manage a team of trainers and/or training coordinators.
• Monitor training budgets and resources.
• Ensure compliance with client-specific training requirements.

Position Requirements:

Educational Background:

• Bachelor’s degree in Education, HR, or a related field.
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• Work Experience:
• 5+ years of experience in training and development, preferably in a BPO or contact center.
• Strong leadership and instructional design skills.
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• Technical / Industry Skills:
• Strong knowledge of adult learning principles and training methodologies.
• Excellent communication and presentation skills.
• Proficiency in e-learning tools and Learning Management Systems (LMS).

Key Competencies:

• Strategic Thinking & Planning

• Ability to align training initiatives with business objectives.
• Proactive in identifying long-term skill gaps and planning accordingly.
• Capable of building scalable training strategies that support organizational growth.

2. Training & Instructional Design Expertise

• Proficient in adult learning principles, instructional design models (ADDIE, Bloom’s Taxonomy, etc.), and modern training methodologies.
• Skilled in developing engaging, effective training content tailored to diverse learner profiles.

3. Leadership & Team Management

• Ability to lead, mentor, and develop a team of trainers or coordinators.
• Strong delegation, conflict resolution, and motivation skills to manage performance and ensure quality delivery.

4. Collaboration & Cross-Functional Coordination

• Works closely with Operations, Quality, and HR teams to ensure training effectiveness.
• Strong stakeholder management and interpersonal relationship-building skills.

5. Analytical & Evaluation Skills

• Uses data and feedback to assess training impact.
• Skilled in post-training analysis, reporting, and making data-driven improvements.

6. Technological Proficiency

• Strong command over e-learning platforms, Learning Management Systems (LMS), and virtual training tools.
• Adapts to new technologies quickly and leverages them for training delivery.

7. Cultural Sensitivity & Adaptability

• Capable of working effectively with teams across multiple cultures and nationalities.
• Flexible in approach and respectful of global perspectives and work styles.

8. Professionalism & Integrity

• Maintains a high level of professionalism, punctuality, and ethical standards.
• Represents the training function with integrity and credibility.

Success Metrics:

• Capable to work with multi culture/nationalities
• Maintain punctuality and professionalism
• Multilingual preferred

Work Environment & Schedule:

• Full-time role; shift-based or fixed schedule as per business requirements
• On-site model
• May require weekend availability based on campaign or customer demand

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