Traning and Quality Manager

13 hours ago

Gurugram, India r3 Consultant Full time

Purpose of Role: The Training Manager oversees the design, development, and delivery of training programs to enhance employee performance and meet business objectives. Accountability & Responsibilities of Role: Develop and implement training strategies aligned with business goals. Design and deliver training programs for new hires and existing employees. Evaluate training effectiveness and make improvements as needed. Collaborate with Operations and Quality teams to identify training needs. Manage a team of trainers and/or training coordinators. Monitor training budgets and resources. Ensure compliance with client-specific training requirements. Position Requirements: Educational Background: Bachelor’s degree in Education, HR, or a related field. Work Experience: 5+ years of experience in training and development, preferably in a BPO or contact center. Strong leadership and instructional design skills. Technical / Industry Skills: Strong knowledge of adult learning principles and training methodologies. Excellent communication and presentation skills. Proficiency in e-learning tools and Learning Management Systems (LMS). Key Competencies: Strategic Thinking & Planning Ability to align training initiatives with business objectives. Proactive in identifying long-term skill gaps and planning accordingly. Capable of building scalable training strategies that support organizational growth. 2. Training & Instructional Design Expertise Proficient in adult learning principles, instructional design models (ADDIE, Bloom’s Taxonomy, etc.), and modern training methodologies. Skilled in developing engaging, effective training content tailored to diverse learner profiles. 3. Leadership & Team Management Ability to lead, mentor, and develop a team of trainers or coordinators. Strong delegation, conflict resolution, and motivation skills to manage performance and ensure quality delivery. 4. Collaboration & Cross-Functional Coordination Works closely with Operations, Quality, and HR teams to ensure training effectiveness. Strong stakeholder management and interpersonal relationship-building skills. 5. Analytical & Evaluation Skills Uses data and feedback to assess training impact. Skilled in post-training analysis, reporting, and making data-driven improvements. 6. Technological Proficiency Strong command over e-learning platforms, Learning Management Systems (LMS), and virtual training tools. Adapts to new technologies quickly and leverages them for training delivery. 7. Cultural Sensitivity & Adaptability Capable of working effectively with teams across multiple cultures and nationalities. Flexible in approach and respectful of global perspectives and work styles. 8. Professionalism & Integrity Maintains a high level of professionalism, punctuality, and ethical standards. Represents the training function with integrity and credibility. Success Metrics: Capable to work with multi culture/nationalities Maintain punctuality and professionalism Multilingual preferred Work Environment & Schedule: Full-time role; shift-based or fixed schedule as per business requirements On-site model May require weekend availability based on campaign or customer demand

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