Training And Quality Manager

Square Business Services Pvt Ltd

Website: squarebserve.com
Job details:

Job Description:

Join our team as a Training cum Quality Manager where you will be responsible for overseeing

both Learning & Development and Quality Assurance functions within the organization. This role

ensures employees are well-trained, process-compliant, and consistently delivering high service

standards. You will drive performance improvement initiatives, conduct audits, and build a

culture of continuous learning and operational excellence.

Responsibilities:

• Design and deliver induction training, process training, and refresher programs.

• Develop and update training materials, SOPs, and quality guidelines.

• Conduct regular call audits, transaction monitoring, and quality evaluations.

• Provide structured feedback and coaching sessions to improve agent performance.

• Analyze quality scores and training effectiveness reports to identify improvement areas.

• Collaborate with Operations to bridge performance gaps through focused training

interventions.

• Prepare and present weekly/monthly quality and training reports to management.

• Ensure compliance with client requirements and internal quality standards.

• Lead continuous improvement initiatives to enhance customer experience and productivity.

Mandatory Requirements:

• Immediate availability for joining.

• Excellent communication skills in Hindi and English.

• Minimum qualification: Bachelor’s degree in any relevant field.

• Minimum 5-8 years of experience in Training and/or Quality in BPO/Customer Support

domain.

• Strong knowledge of QA tools, audit frameworks, and training methodologies.

• Excellent analytical, presentation, and coaching skills.

• Must be flexible and willing to travel between company locations as and when required.

Perks/Benefits:

• Professional and growth-oriented work culture.

• Performance-based incentives.

• PF & ESIC benefits.

• Career advancement opportunities.

Salary:

Based on experience and expertise.

About Us:

Established in 2012, Square Business Services Pvt Ltd is a fast-growing professional services

company specializing in staffing, BPO operations, and customer experience management. With a

workforce of 10,000+ employees, we are committed to delivering operational excellence and building strong talent pipelines across domains.

Click on Apply to know more.