Senior Executive - Recruitment at Mynd Solutions Pvt Ltd
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DGM - Transactional Quality & Training - BPO (10-15 yrs)
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
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