Traning and Quality Manager
Traning and Quality Manager
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Job Description
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.
- Work Experience:
- 5 years of experience in training and development preferably in a BPO or contact center.
- Strong leadership and instructional design skills.
- 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
Employment Type
Full Time
