We are looking for a skilled Training & Quality Specialist with extensive BPO experience to join our team onsite in Model Town, Lahore. This full-time role operates six days a week, from 6:30 PM to 3:30 AM PKST. The ideal candidate will have a strong background in client onboarding, training development, quality assurance, workflow and SOP creation, and process improvement. Exceptional English communication skills and proven client-facing experience are essential to succeed in this position.
Key Responsibilities
- Lead the end-to-end client onboarding process, including implementation, training, and quality assurance activities.
- Develop comprehensive SOPs, workflows, training manuals, playbooks, assessments, and QA frameworks tailored to actual business needs.
- Conduct training sessions, coaching, quality audits, and performance assessments to ensure high standards.
- Establish KPIs, QA standards, scorecards, and performance metrics to monitor and improve operational effectiveness.
- Analyze performance and quality data to identify gaps and implement corrective actions promptly.
- Collaborate closely with clients and internal teams to ensure smooth program execution and alignment with business goals.
- Prepare detailed reports and provide recommendations for continuous process improvements.
A critical aspect of this role is the ability to independently create practical workflows, SOPs, training materials, scenarios, and QA processes based on real operational requirements. All materials must be thoroughly researched, validated, customized, and grounded in actual business processes. Use of AI-generated or copied content without meaningful human input and validation is strictly unacceptable.
Required Qualifications
- Minimum of 5 years’ experience in BPO Training and Quality roles.
- Proven expertise in client onboarding, training development, quality assurance, SOP and workflow creation, and process improvement initiatives.
- Excellent spoken and written English communication skills.
- Strong coaching, documentation, presentation, analytical, and client-facing abilities.
- Demonstrated capability to independently manage multiple programs and projects.
Preferred Qualifications
- Experience in client-facing communication and relationship management.
- Proficiency in process mapping and workflow development.
- Skills in training needs analysis and quality auditing, including root-cause analysis.
- Knowledge of performance management techniques.
- Expertise in SOP and documentation development.
- Ability to provide coaching and constructive feedback effectively.
- Strong presentation and facilitation skills.
- Proficiency with Microsoft Office and Google Workspace tools.
- Competence in reporting and data analysis to support decision-making.
This role offers the opportunity to work in a dynamic BPO environment where your expertise in training and quality will directly impact client satisfaction and operational excellence. If you are a detail-oriented professional with a passion for process improvement and client success, we encourage you to apply.
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