Quality & Training Manager

We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as cookies used to display content tailored to your interests Your experience of the site and the services we are able to offer may be impacted if you do not accept all cookies Modify Cookie Preferences Accept All Cookies Search Jobs Apply now Start Please wait Job Title Quality Training Manager Req Id 112634 City Gurugram State Province Haryana Posting Start Date 11 19 25 Wipro Limited NYSE WIT BSE 507685 NSE WIPRO is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses With over 230 000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world For additional information visit us at www wipro com Quality and Training Manager Job Overview As a Training and Quality Manager at Meta role will be to work closely with internal Operations teams QA Team Training team as well as external stakeholders IQI Managers Meta RSMs and CX Managers to provide on-boarding coaching remediation training and development for QAs and agents The TNQ manager is the custodian in ensuring the QA framework is closely aligned between Meta IQI and Wipro The role requires leading implementation of initiatives and projects that will counteract any possible trends drive business KPIs by aggregating audit findings and analyzing gaps in processes identifying innovative ways to solve problems upstream help improve customer experience and drive higher efficiency Minimum Qualifications Bachelor s degree in any related field Minimum Experience 8 Years of Experience in a role at the contact center and experience in audit and or quality management Communication Skills Strong verbal and written communication skills with C1 proficiency score Job Duties and Responsibilities This person will work closely with internal Quality and training team in ensuring holistic feedback and insights are cascaded downstream to the respective teams This person will be responsible for the delivery of Training and Quality metrics at Weekly Business Reviews WBRs and Quarterly Business Review QBRs Represent in T3s CRM updates Change sheets updates etc Meet all clients agreed upon KPIs and performance parameters Strong understanding of the Quality framework and processes such as call calibration coaching and deep-dive analysis methodologies are required to drive a client centric mindset and culture within the team This person will provide actionable and valuable insights for internal operations and training teams Conduct and analyze TNA Training Needs Analysis for the floor and support teams Q T and provide quarterly annual training plan Manage all aspects of the training program including planning design development implementation delivery and evaluation in liaison with their Meta Learning Partner Ensure adherence of Training Team Key Performance Indicators according to Meta s regional and global training guidelines including guidelines from the QAT Process TNQ Manager Governance - Manage and allocate resources as per business needs ensure that the SOW terms are always met Assess training and QA effectiveness periodically and as needed Review and Assess Training and Quality SOPs to be in line with the changes timely Ensure compliance and execution of all training and Quality practices as defined for the business Can design and deploy a new training framework if needed Assess and report on learning service performance providing regular updates to stakeholders on the agreed goals Essential skills Must have Digital Marketing Content Moderation Training domain experience of at least 3 years People leadership experience of 7 years Must have led a team of managers for at least 3 years Must have Knowledge of learning and development best practices A proven track record of training program development evaluation and management Excellent leadership skills Mandatory Skills Digital Marketing Experience 8-10 Years Reinvent your world We are building a modern Wipro We are an end-to-end digital transformation partner with the boldest ambitions To realize them we need people inspired by reinvention Of yourself your career and your skills We want to see the constant evolution of our business and our industry It has always been in our DNA - as the world around us changes so do we Join a business powered by purpose and a place that empowers you to design your own reinvention Apply now Start Please wait Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news Join Us Explore open roles that match your interests and skills If you encounter any suspicious mail advertisements or persons who offer jobs at Wipro please email us at Do not email your resume to this ID as it is not monitored for resumes and career applications Any complaints or concerns regarding unethical unfair hiring practices should be directed to our Ombuds Group at We are an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color caste creed religion gender marital status age ethnic and national origin gender identity gender expression sexual orientation political orientation disability status protected veteran status or any other characteristic protected by law Wipro is committed to creating an accessible supportive and inclusive workplace Reasonable accommodation will be provided to all applicants including persons with disabilities throughout the recruitment and selection process Accommodations must be communicated in advance of the application where possible and will be reviewed on an individual basis Wipro provides equal opportunities to all and values diversity 2025 Wipro Limited x Cookie Consent Manager When you visit any website it may store or retrieve information on your browser mostly in the form of cookies Because we respect your right to privacy you can choose not to allow some types of cookies However blocking some types of cookies may impact your experience of the site and the services we are able to offer Required Cookies These cookies are required to use this website and can t be turned off Show More Details Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies which are all required to enable the website to function route is used for session stickiness careerSiteCompanyId is used to send the request to the correct data center JSESSIONID is placed on the visitor s device during the session so the server can identify the visitor Load balancer cookie actual cookie name may vary prevents a visitor from bouncing from one instance to another Functional Cookies These cookies provide a better customer experience on this site such as by remembering your login details optimizing video performance or providing us with information about how our site is used You may freely choose to accept or decline these cookies at any time Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies Show More Details Functional Cookies Provider Description Enabled YouTube YouTube is a video-sharing service where users can create their own profile upload videos watch like and comment on videos Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos