Assistant Manager - Quality & Training - International BPO

We are hiring an Assistant Manager - Quality & Training with a strong data-oriented mindset, passion for excellence, and a proven track record in delivering training and quality programs in a BPO environment. This role will involve ensuring high performance through data-backed quality improvement initiatives and capability building across the operations floor.

Key Responsibilities:

- Lead and manage Quality and Training functions, ensuring alignment with business objectives.

- Use a data-driven approach to monitor, analyze, and improve transaction quality and training effectiveness.

- Create, deliver, and evaluate training modules, refreshers, and upskilling programs.

- Monitor process compliance, performance trends, and initiate Corrective & Preventive Actions (CAPA).

- Conduct regular calibrations, audits, and feedback sessions to ensure consistency and alignment.

- Collaborate closely with Operations, HR, and Client teams to drive process improvements.

- Lead root cause analysis (RCA) for quality misses and design improvement plans.

- Ensure timely and accurate reporting of quality and training metrics.

- Coach and develop Quality Analysts and Trainers under your supervision.

- Drive engagement and performance improvement initiatives across teams.

- Maintain documentation for audits, client reviews, and internal governance.

Required Skills & Qualifications:

- Minimum 4 years total experience, with at least 1 year as Supervisor in Quality & Training.

- Proven expertise in both Quality Assurance and Training delivery in a BPO environment.

- Strong proficiency in MS Office (especially Excel and PowerPoint).

- Excellent communication skills - written and verbal.

- High attention to detail and analytical thinking; must be strong with data insights.

- Ability to multi-task, prioritize, and meet stringent deadlines.

- A self-starter who demonstrates professionalism, urgency, and resilience under pressure.

- Strong interpersonal skills and ability to build trust-based relationships with internal stakeholders.