Manager / Senior Manager - Quality Assurance & Training

• 5 to 10 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Bachelor/Honors

• 5 to 10 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Age At least 30 years

Technical & Functional-      

Quality Management Systems and Frameworks;

Telecom Contact Center Operations;

Training Strategy and Instructional Design;

Customer Experience Management;

Quality Monitoring and Calibration;

Root Cause Analysis;

Performance Analytics;

Process Improvement;

LMS;

Speech and Interaction Analytics.

Leadership & Behavioral-

Strategic Thinking and Business Acumen;

People Leadership;

Client and Stakeholder Management;

Analytical Problem Solving;

Change Management;

Decision-Making;

Communication and Influencing;

Coaching and Mentoring;

Results Orientation and Accountability.

The Head of Quality Assurance & Training will provide strategic and operational leadership for the Quality Assurance and Learning & Development functions within the Telecom BPM business. The role will establish quality management frameworks, drive continuous improvement, strengthen customer experience, and develop workforce capability through structured training. The position will partner with Operations, Client Management, Workforce Management, HR, and other stakeholders to ensure consistent service delivery, achievement of client KPIs and SLAs, regulatory compliance, and operational excellence.

A. Strategic Leadership & Governance

·       Develop and execute the overall Quality Assurance and Training strategy aligned with business objectives, client expectations, and operational priorities.

·       Establish standardized quality frameworks, policies, procedures, assessment methodologies, and training governance across telecom processes.

·       Lead and develop the Quality and Training teams, ensuring accountability, performance standards, and continuous capability development.

·       Partner with senior leadership and client stakeholders to identify performance gaps and implement improvement strategies.

·       Promote quality ownership, customer centricity, accountability, and continuous learning.

B. Quality Assurance & Performance Management

·       Design and improve quality monitoring frameworks for voice, non-voice, digital channels, sales, retention, and back-office operations.

·       Establish quality scorecards, evaluation parameters, calibration processes, and performance benchmarks aligned with client requirements.

·       Oversee monitoring of calls, chats, emails, social media interactions, and transaction processing.

·       Drive performance against QA Score, CSAT, FCR, NPS/CES where applicable, critical/fatal error rate, process compliance, and sales/retention quality.

·       Lead internal and client quality calibration sessions; identify customer pain points, process deviations, and service risks.

·       Establish root-cause analysis and corrective/preventive action plans.

·       Implement speech analytics, interaction analytics, automated quality monitoring, and AI-enabled assessment where feasible.

·       Ensure quality governance, audit readiness, and compliance with client-specific and applicable regulatory requirements.

C. Training & Learning Development

·       Develop and execute training strategy for new hires, existing employees, team leaders, supervisors, and managers.

·       Lead New Hire, Process and Product, Customer Experience, Soft Skills, Communication, Systems, Refresher, Remedial, and Leadership Development training.

·       Align training with telecom products, services, policies, systems, customer journeys, and client requirements.

·       Develop curricula, learning materials, facilitator guides, assessments, certification frameworks, and digital learning content.

·       Measure training effectiveness through assessments, certification, nesting performance, and post-training operational outcomes.

·       Monitor batch performance, pass rates, attrition, nesting success, and production readiness.

·       Conduct Training Needs Analysis and competency gap assessments with Operations and Quality.

·       Develop Train-the-Trainer programs and strengthen trainer capability.

D. Quality & Training Integration

·       Connect Quality, Training, and Operations so quality insights translate into measurable performance improvement.

·       Use monitoring data, customer feedback, and operational trends to identify training needs.

·       Deliver targeted coaching and remedial training for recurring performance gaps.

·       Establish feedback loops among Quality Analysts, Trainers, Team Leaders, and Operations Managers.

·       Track impact on QA scores, CSAT, FCR, compliance, productivity, and first 30/60/90-day performance.

E. Client & Stakeholder Management

·       Act as the primary quality and training contact for telecom clients and internal leadership.

·       Participate in governance meetings, business reviews, performance discussions, and operational audits.

·       Present performance reports, insights, improvement plans, and business recommendations.

·       Ensure timely closure of client observations, escalations, audit findings, and training action items.

F. Process Excellence & Continuous Improvement

·       Lead initiatives to improve customer experience, operational efficiency, compliance, and service quality.

·       Apply Lean, Six Sigma, Kaizen, or other improvement methodologies where appropriate.

·       Reduce repeat contacts, process errors, and service inconsistencies.

·       Promote data-driven decisions through dashboards, analytics, and learning-effectiveness reports.

Quality Assurance

·       Overall QA Score; Critical/Fatal Error Rate; CSAT; FCR; Customer Complaint and Escalation Rate; Calibration Accuracy; Compliance and Audit Performance; Improvement Action Closure Rate.

Training & Development

·       Training Completion and Assessment Pass Rates; Certification Success; Batch Graduation; Training-to-Production Conversion; Nesting Success; Post-Training Performance Improvement; Training Attrition; Trainer Productivity and Effectiveness.

Business & Leadership

·       Client Satisfaction; Achievement of Quality and Training SLAs; Operational Performance Improvement; Reduction in Repeat Errors; Productivity Improvement; Team Development; Continuous Improvement Outcomes.