Description:
We are looking for an experienced Training & Quality Assurance Manager to join our growing team in Lahore. In this role, you will help our international clients succeed by building strong training programs, quality standards, and operational processes. You will work directly with clients, lead training sessions, and ensure our teams deliver excellent results.
If you have 5+ years of experience in training or quality assurance within a BPO environment and want to work with international clients while growing your career, we encourage you to apply.
Client Onboarding & Implementation
- Work directly with clients to understand their business needs and convert them into operational workflows
- Lead new client programs from start to finish, ensuring smooth handover to internal teams
- Create implementation plans, process documents, and operational frameworks
- Advise clients on training, quality, and performance improvement strategies
Training & Development
- Design and deliver onboarding programs for customer support, sales, and back-office teams
- Create training manuals, operational guides, playbooks, and learning resources
- Conduct classroom, virtual, and one-on-one coaching sessions
- Measure training effectiveness and improve programs based on performance data
Quality Assurance & Process Excellence
- Build quality monitoring frameworks, audit processes, and evaluation scorecards
- Create and maintain SOPs, KPI documents, and operational manuals
- Analyze performance trends and identify process improvement opportunities
- Provide feedback and coaching recommendations to team leaders and frontline staff
Required:
- Minimum 5 years of experience in Training, Quality Assurance, or Process Excellence roles within a BPO
- Proven experience working with leading international BPO organizations
- Strong knowledge of client onboarding, implementation management, and operational readiness
- Experience creating SOPs, playbooks, training manuals, KPI frameworks, and quality documentation
- Excellent analytical, presentation, communication, and stakeholder management skills
Preferred:
- Experience with Salesforce, HubSpot, Zendesk, Freshdesk, Dialpad, Five9, Genesys, Aircall, or similar platforms
- Advanced Microsoft Office skills, especially PowerPoint and Excel
- Experience using AI tools to create presentations, training content, and operational documents
- Familiarity with reporting tools, dashboards, and performance analytics