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24/08 Niti
Senior Executive - Recruitment at Mynd Solutions Pvt Ltd

Views:9457 Applications:136 Rec. Actions:Recruiter Actions:8

DGM - Transactional Quality & Training - BPO (10-15 yrs)

Delhi/NCR Job Code: 368342

ROLE : Training and Transactional Quality Leader

DESIGNATION : Deputy Group Manager, Band 8

NO.. OF POSITIONS : Gurgaon

YEARS OF EXPERIENCE : 11+ years of experience Including 3+ years in Training & Quality

QUALIIFIICATIIONS : Graduate

KEY RESPONSIIBIILIITIIES

- 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 (India to India business)

- 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

Desired Skiilllls // Prefferred Qualification::

- 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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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