AGM – Training & Quality (T&Q)

Location

Indore, Madhya Pradesh, India

Salary

Not specified

Company

Akash pawar

Job description

• Role & Company / Project Overview: We are looking for an experienced AGM – Training & Quality to lead and drive training and quality excellence for our Telecom BPO operations in the BPO / Telecom industry. • Key Responsibilities & Daily Duties: - Lead end-to-end Training & Quality functions for telecom voice processes. - Drive new-hire training, certification, nesting, and training effectiveness. - Improve quality scores, CSAT, FCR, productivity, and customer experience. - Identify performance gaps and implement effective coaching and improvement plans. - Lead and develop Training Managers, Quality Managers, Trainers, and Quality Analysts. - Drive client governance, process compliance, audits, and continuous improvement initiatives. - Collaborate with Operations and Business leaders to achieve key business objectives. • Required Qualifications, Skills & Experience: - 10–15 years of experience in the BPO/Contact Centre industry. - Strong experience in Telecom processes, preferably in a leadership role managing both Training & Quality. - Proven expertise in team leadership, client management, quality governance, and operational performance improvement. - Excellent analytical, communication, and stakeholder management skills. • Working Hours, Shifts & Location Details: - Location: Indore, Madhya Pradesh, India. - Work Arrangement: Onsite / standard BPO operational shifts. • Compensation & Benefits: - Not specified. • Application Instructions: - Interested candidates can share their updated CV via DM or email.