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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