QA - Training Manager

Key Responsibilities Training Leadership & Development

• Design, plan, and implement corporate and client-specific training programs including new hire, upskilling, refresher, leadership, and soft skills training.
• Lead and develop Trainers, Training Leads, and subject matter experts through coaching, mentoring, and performance management.
• Identify training needs through performance data, quality results, client feedback, and operational requirements.
• Apply adult learning principles and instructional design methodologies to all training programs.
• Oversee trainee performance including attendance, assessments, certifications, and attrition management.
• Manage training schedules, trainer allocation, and coordination with Operations and Workforce Management.
• Ensure training documentation, reporting, and administrative tasks are accurately completed.

• Oversee QA programs, audits, evaluations, and scorecards aligned with internal and client standards.
• Facilitate calibration sessions with clients and internal stakeholders to ensure scoring consistency.
• Analyze quality and performance data to identify trends and opportunities for improvement.
• Prepare and deliver QA and performance reports to internal stakeholders and clients.
• Partner with Operations and Training teams to translate quality findings into coaching and training actions.
• Develop and execute continuous improvement initiatives for quality performance.

• Act as a point of contact for training and quality-related client needs.
• Communicate client requirements and updates to relevant teams and ensure timely implementation.
• Collaborate with HR, Talent Acquisition, Operations, IT, Finance, WFM, and other departments.
• Support client audits, reviews, and inspections as required.

• Conduct objective and documented performance evaluations.
• Lead regular team meetings to communicate updates, metrics, and initiatives.
• Enforce company policies and partner with HR on employee relations matters.
• Promote a culture of accountability, learning, and continuous improvement.

Education:

Bachelor's degree preferred.

Experience:

• Minimum of 3 years of training leadership experience in a call center or BPO environment.
• At least 2 years of experience leading training and/or QA teams.
• Experience with training delivery, QA auditing, performance management, and client KPIs.
• Proven ability to manage multiple lines of business in a fast-paced environment.

• Drive for Results
• Communication
• Developing People
• Building Relationships
• Resourcefulness
• Culture Building
• Customer Focus

• Instructional Design and Training Facilitation
• Quality Auditing, Calibration, and Compliance
• Coaching and Performance Management
• KPI, SLA, and Data Analysis
• Client and Stakeholder Management
• Microsoft Office Proficiency

• Ability to work on-site in a BPO or call center environment.
• Flexible schedule to support client and operational needs.
• Strong organizational, communication, and multitasking skills.
• Willingness to travel up to 25% as needed.

This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all responsibilities or qualifications.