Training and Quality Manager

Description

The Training & Quality Manager is responsible for developing, delivering, and evaluating training programs across technical and non-technical disciplines, while also ensuring the highest quality standards in customer interactions and operational processes. This role leads a team of specialists, mentors, and ensures alignment with departmental strategy and operational goals.

• Design, develop, and deliver training curriculum/materials for general workforce and specialized discipline/technical areas.
• Conduct discipline-specific training (e.g., Finance standards, internal controls, process/tool knowledge).
• Deliver non-technical training on workplace standards, general skills (communication, time management, Excel/document skills), and leadership/management development.
• Evaluate training effectiveness, monitor progress, and recommend improvements.
• Oversee or collaborate with vendors for content development and training delivery.
• Act as a subject matter expert (SME) in a specialized discipline while understanding related disciplines.
• Coach, mentor, and provide guidance to team members on best practices and skill development.
• Monitor and evaluate the quality of inbound/outbound calls and other customer contact channels (email, chat) for accuracy and adherence to standards.
• Document quality issues and performance metrics for management review.
• Provide feedback and support formal education/training for performance improvement.
• Drive the development of new solutions, processes, or programs to improve quality and operational efficiency.
• Ensure implementation of short- to medium-term initiatives aligned with departmental strategy.
• Develop and enforce policies, processes, and standards to support operational and tactical goals.
• Lead a team of specialists, sometimes with multiple hierarchical levels, managing the full employee lifecycle.
• Serve as final decision maker in areas of expertise, guiding both training and quality programs.

Requirements

• Minimum of 6 months relevant experience as a Training and Quality Manager.
• Strong background in the travel industry, preferably handling Expedia accounts.
• Experience with IGT, WNS, and Foundever is a priority.
• BPO experience is required.
• Ability to handle both Training and Quality functions.