Training and Quality Lead

We are looking for a Training and Quality Lead who will drive learning excellence and continuous improvement within our operations. This role ensures that training programs are relevant, effective, and aligned with business objectives, while mentoring trainers and ensuring consistent delivery quality.The ideal candidate is an engaging facilitator, a strong collaborator, and a strategic thinker with a passion for developing people and improving performance outcomes.Key ResponsibilitiesTraining Curriculum Development & DeliveryDesign, develop, and deliver training programs that equip call center representatives with the necessary skills, knowledge, and motivation to meet client and business requirements.Ensure all course materials and training aids are current, accurate, and updated within two (2) business days of receiving new information.Clearly communicate objectives, agendas, and content while applying effective facilitation methods to achieve learning outcomes.Training Needs AnalysisConduct training needs assessments in collaboration with Operations and other stakeholders.Identify skill and knowledge gaps and recommend targeted learning solutions.Audit training initiatives to measure impact and alignment with operational goals.Collaboration & ReportingLead and facilitate playbook discussions with cross-functional teams and stakeholders.Provide timely updates and escalate training issues to the Training Manager as needed.Prepare, submit, and present weekly and monthly reports detailing performance, progress, and key initiatives.People Management & DevelopmentCoach, mentor, and develop trainers to strengthen facilitation skills and enhance overall training quality.Conduct regular performance reviews, feedback sessions, and skill-building discussions.Oversee Functional Technical Specialists, ensuring compliance with assigned tasks and timelines.Consolidate and report monthly Balanced Scorecards (BSC) for the training team.Administrative & Operational ExcellenceManage training schedules, attendance, documentation, and reporting.Maintain up-to-date professional and technical knowledge in training and quality best practices.Support process improvement projects and other training-related initiatives as needed.QualificationsBachelor’s degree preferred, or equivalent experience in training, education, or operations.At least 3–5 years of experience in a Training or Quality leadership role, preferably in a BPO or call center environment.Strong presentation, facilitation, and coaching skills.Excellent analytical, organizational, and stakeholder management abilities.Proficient in Microsoft Office Suite and Learning Management Systems (LMS).Why Join UsOpportunity to lead impactful learning initiatives in a fast-paced, collaborative environment.Work with an organization that values growth, innovation, and employee development.Competitive compensation and career advancement opportunities.