Training & Quality - AVP - International BPO

24 hours ago

Kolkata, West Bengal, India Cogenthub Full time

We are looking for a dynamic and experienced Training & Quality AVP - BPO to lead our learning, development, and quality assurance initiatives. The ideal candidate will ensure that all associates are well-trained, consistently meet quality standards, and contribute to superior customer experience.

Key Responsibilities: Training:

  • Design, implement, and manage comprehensive training programs for new hires and ongoing employee development.
  • Develop training content, materials, and assessments tailored to business processes and client requirements.
  • Collaborate with operations and HR teams to identify skill gaps and training needs.
  • Track training effectiveness through assessments, feedback, and performance metrics.
  • Ensure smooth onboarding for new associates with structured orientation programs.

Quality:

  • Define, implement, and monitor quality standards and metrics for all customer interactions.
  • Conduct regular quality audits, call monitoring, and process adherence checks.
  • Analyze performance data to identify trends, areas for improvement, and training needs.
  • Work closely with team leads and operations to implement corrective and preventive measures.
  • Drive initiatives for continuous improvement in service delivery and customer satisfaction.

Leadership & Strategy:

  • Lead and mentor a team of trainers and quality analysts.
  • Partner with operations and HR leadership to align training and quality strategies with business goals.
  • Develop and implement innovative tools, techniques, and technologies to enhance learning and quality assurance.
  • Stay updated with industry best practices and integrate them into the organizations processes.

Required Skills & Qualifications:

  • Bachelors degree; MBA or relevant postgraduate degree preferred.
  • years of experience in BPO training and quality management, with at least 5 years in a leadership role.

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