Training Manager

We are looking for a passionate and detail-oriented Training Executive/Specialist to support training delivery, onboarding, and service quality initiatives. This role involves conducting training and quality assurance activities to ensure agents deliver accurate, professional, and consistent customer experiences.

Key Responsibilities:

Training & Development

• Conduct structured training for new hires on product knowledge, soft skills, and SOPs relevant to the campaign.

• Support cross-training initiatives to strengthen agent versatility and coverage.

• Work closely with Team Managers to assess training effectiveness and identify gaps.

• Provide regular refresher training and upskilling programs based on audit findings and client updates.

• Assist in creating training content, assessments, and learning materials tailored to evolving campaign needs.
  

  Service Quality Monitoring

  • Perform regular audits based on approved audit metrics (e.g., accuracy, completeness, call management, service etiquette).

  • Monitor agent interactions for compliance to internal SOPs and client requirements.

  • Document quality observations and maintain clear audit records and monthly reports.

  • Calibrate audit standards with internal stakeholders and client representatives to ensure consistency and alignment.

  • Work with Service Quality Manager, and Team Managers (TMs) to implement corrective actions and improvement plans.

  • Conduct 1:1 coaching or quality feedback sessions to address service lapses and improvement opportunities.

  • Recommend changes to internal processes to improve efficiency and effectiveness.

  • Perform root cause analysis on service lapses or recurring QA issues, and provide actionable insights for improvement.