Role Overview:

We are seeking a Training & Quality Manager to develop and deliver comprehensive training programs for Helpdesk employees. You will lead a team of Trainers, identify training needs, design tailored learning solutions, and ensure high-quality training delivery aligned with business goals.


Key Responsibilities:


Develop and deliver comprehensive training programs for new and existing Helpdesk employees.


Identify training needs and design tailored learning solutions to address skill gaps.


Lead a team of Trainers and ensure high-quality, engaging training delivery.


Continuously evaluate and enhance training materials and methods to improve learner outcomes.


Collaborate with department heads to align training with business goals and objectives.


Maintain training records and report on program effectiveness.


Provide coaching and mentoring to support professional development of the Helpdesk team.


Qualifications:


5+ years experience in BPO training or L&D – required.


3–4 years Training Management experience – required.


5+ years BPO or call center industry experience – required.


Degree in Human Resources, Organizational Development, or related field – required.


Advanced SQL proficiency – required for learning analytics.


Advanced technical knowledge of APIs and integrations – required.


Digital advertising experience – required.


2–4 years professional experience in backend product support, ad tech engineering, technical integrations, or related technical operations – required.


Experience in SaaS environment strongly preferred.


Track record of building, leading, or scaling training programs in technical, SaaS, or digital advertising organizations – strong advantage.


Proficient in Learning Management Systems and training technology.


Not a job hopper – stable employment history.