Deputy Group Manager - Training & Transactional Quality - BPO Services

We are Looking "Deputy Group Manager-Training & Transactional Quality" with our Reputed client into International BPO Services.

This Position is for "Domestic Process" 6 Days Working.

Position : Training and Transactional Quality Leader [DGM]

Years of Experience : 8+Years

Location : Vizag

Reporting to : Training and Transactional Quality Leader

The Role :

We are looking for a seasoned quality professional who would oversee training and transactional quality as a function for our domestic vertical. The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training and quality, which help meet our overall business objectives.

Key Responsibilities :

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements

- Ability to lead a team of Managers to drive process training, soft skills training and sales trainings across voice and data processes in the domestic space

- Standardize and deploy key components of Transaction Monitoring framework across all processes and sub queue

- Drive robust action planning and interventions to meet and exceed client metrics Strengthen Transaction monitoring and Training quality management processes/framework to improve functional performance

- Should have experience in managing Clients at various hierarchy levels to effectively understand and deliver on client expectations

- Ability to get out of the box ideas and Process Improvement Initiatives in the process

- Should drive Process Control & Compliance in addition to managing Audit requirements, Should ensure Knowledge consistency through means like PKTs, calibrations, Quizzes,

- D-Sat Scrubbing etc

- Should have persuasive, collaborative and influencing skills

- Strong interpersonal skills to manage client expectations/engagements effectively Strong Process Knowledge and Compliance to Multiple Audit Postures

Profiles and Attributes :

- 10+ years of experience

- Post-Graduation Degree is Preferred

- Certified & Trained on Black Belt (Green Belt certification is MUST, Black Belt certification is desirable)

- Demonstrated success in Transactional Quality

- Exposure to different improvement frameworks like Six Sigma, Lean

- Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SPSS, project, excel are critical for the job

- Strong communication & facilitation skills

- Strong analytical skill & ability to work with huge volume of data using statistical tools Flexible approach to tackling projects Good team player

- Good Presentation skills

- Drive continuous improvement program across processes

- Analysis of utilization, efficiency and available data for the process

- Undertake detailed process improvement studies and up skills the team members Mentor Green Belt/Yellow Belt projects

- Drive culture of continuous improvement

Apply with resume in "Word Format" with Passport Size Photograph & Below details :

Current & Expected CTC :
Notice Period :
Available for Interview :

Rajani
Call On: 9148974021