Training & Quality Manager

About the Role

Kissht Finance, India's leading digital lending platform, is seeking a Training and Quality Manager to spearhead the design and delivery of comprehensive training programs for both our contact center and field teams. This role also involves managing quality control processes to ensure excellence in customer interactions.

Key Responsibilities

• Design, deploy, and oversee training programs tailored for contact center staff (customer service, loan collections, sales) as well as field staff involved in sales and collections.
• Lead and develop a team of trainers equipped to provide effective training sessions both in-person (for contact center teams) and through virtual platforms (for field teams).
• Create and maintain relevant and engaging training content aligned with organizational goals.
• Ensure timely onboarding of new hires and conduct periodic refresher courses to reinforce employee skills.
• Continuously assess and address evolving learning requirements for both contact center and field employees.
• Establish, monitor, and manage Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for trainer effectiveness, fostering ongoing enhancement.
• Supervise the Quality Control team to uphold standards across call interactions in customer service, sales, and collections.
• Drive regular call audits, analyze findings, and guide quality executives on actionable improvements for superior call handling.
• Collaborate with senior leadership to align training and quality strategies with broader company objectives.
• Promote a culture focused on ongoing learning and quality excellence throughout the organization.

Required Qualifications

• Bachelor's degree in any discipline.
• At least five years of relevant experience in training and/or quality management, preferably within contact center or field sales settings.
• Demonstrated leadership capabilities managing teams of trainers and quality analysts.
• Strong analytical abilities to track, evaluate, and enhance performance metrics and training outcomes.
• Excellent communication and interpersonal skills, capable of influencing stakeholders across different organizational levels.
• Proficiency in learning management systems (LMS), virtual training tools, and performance monitoring software.