QA - Training Manager

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The Training & Quality Assurance Manager is responsible for leading and integrating training and quality initiatives within a Business Process Outsourcing (BPO) environment. This role oversees the design, delivery, and evaluation of training programs while also managing quality assurance strategies to ensure client requirements, operational standards, and performance metrics are consistently met. The role serves as a key decision-maker for training effectiveness and quality performance, driving continuous improvement through data analysis, coaching, calibration, and cross-functional collaboration.

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.

Quality Assurance Management

• 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.

Client & Stakeholder Partnership

• 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.

People & Performance Management

• 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.

Qualifications & Experience

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.

Core Competencies

• Drive for Results

• Communication

• Developing People

• Building Relationships

• Resourcefulness

• Culture Building

• Customer Focus

Technical & Professional Skills

• 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

Additional Requirements

• 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.

Disclaimer

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.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!