Key Responsibilities:

- T & TQ interventions

- Drive continuous improvement for T&TQ and Delivery

- Certified / Trained in Green Belt

- Ensure that Process & VASS training is delivered effectively within the stipulated timelines while maintaining desired target throughput for process training batches.

- Manage Call Quality / Training & Client related KPI's

- Evaluate trainer effectiveness and take corrective actions. Manage and control attrition and effective employee engagement activities

- Evaluate effectiveness of T & TQ interventions

- Strengthen Quality management processes / framework to improve quality delivery

- Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation

- 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

- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

- Provide quality floor support, feedback, refresher and corrective training

- Develop & implement a training calendar based on a robust training need analysis

- Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted

Desired Skills:

- Graduate in any discipline desirable

- People Management skills

- Self-motivated

- Ability to drive initiatives to closure

- Ability to deal with all levels of employees

- Ability to provide leadership, direction and motivation to build high performing teams

- Analytical Skills / Quantitative skills

- Excellent Communication skills

- Data Handling / data interpretation

- Needs to have good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.

- Should have understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Training & Transaction Quality functions effectively

- High level of maturity to handle people including but not limited to client, stake holders, peers etc.

- Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure

- Detail oriented, Strong organizational skills, Presentation skills

- Flexible to work in 24X7 environment (night shifts and weekends basis scope)

- Excellent communication skills.

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