Training and Quality Assurance (TQA)

Key Responsibilities:

• Conduct Quality Assurance evaluations to assess and maintain service standards
• Act as a Subject-Matter Expert (SME) to support Operations and Training teams
• Monitor new-hire performance to ensure smooth integration and ramp-up
• Facilitate new-hire, refresher, and upskill training sessions based on program requirements
• Perform Training Needs Analysis (TNA) to identify learning gaps and recommend training interventions

Qualifications:

• At least a Bachelor's/College Degree in any field
• Experience in training facilitation and quality monitoring in a BPO setting is an advantage
• Strong analytical, coaching, and mentoring skills
• Ability to assess performance trends and recommend actionable insights
• Excellent communication and presentation skills
• omfortable working in a fast-paced, night-shift environment