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22/02 Yash Maroli
Director at Quantified HR Pvt. Ltd.

Views:838 Applications:190 Rec. Actions:Recruiter Actions:58

Director - Training & Quality - Contact Center (18-21 yrs)

Gurgaon/Gurugram Job Code: 800800

We are hiring for one of clients which is a SaaS based Product company with offices in around 16 countries

The role and responsibilities include:


Exp: 18 + Years

Duties:

- Works collaboratively with others, establishing credibility and rapport with the QA Team, Training Team, CS Leadership, employees across the business

- Demonstrate a comprehensive understanding of the company's overall suite of services, operating platform(s), and strategic initiatives

- Develop, design, and execute on QA and training programs in alignment with CS Service Delivery Leadership and organisational priorities

- Track performance scores and provide reporting & dashboards to leaders during regular calibration sessions

- Monitor departmental performance on a continuing basis taking the appropriate steps to improve its effectiveness, compliance to policy, and increase the level of service

- Collaborate with other teams to identify trends, streamline processes, and derive solutions to minimise quality assurance and training concerns

- Responsible for creating actionable insights that drive performance, by gathering requirements, design and deployment of QA program deliverable (including individual, team, leader, and departmental scorecards, call & case audits, and leadership dashboards.)

- Monitor the effectiveness of QA metrics as measures of performance, such as quality, satisfaction, and savings. Stakeholder with leaders at all levels to manage enhancements to quality metrics. Create clearly defined, and mutually agreeable success measures for ongoing QA programs

- Coach and manage performance of the QA Manager and team members to ensure that audits and tasks are completed optimally and on time. Maintain a culture of continuous improvement by empowering QA team to provide consultative analysis to leaders during regular calibration sessions.

- Establish and optimize technical training curriculum through innovative design, development and delivery for customer support and client services

- Demonstrates initiative and self-direction; can apply knowledge and make sound judgments to effectively resolve issues or concerns

- Strong organizational skills with the ability to handle numerous projects simultaneously. Demonstrates ability to think analytically and synthesize complex information

- Promotes a customer-centric culture, actively encouraging sharing of ideas and cross functional collaboration

- Ability to devise ways to optimize procedures and keep teams motivated.

- Motivates self and others to set challenging goals and high standards of performance

- Provides honest, helpful feedback and coaching that enhances others' insight

- Encourages others to develop skills in areas that will be needed for the future

- Arranges development opportunities that help others build new skills

- Expert leadership experience including the management of high-caliber self-motivated managers

- Ability to provide coaching, constructive feedback and direction to others

- Outside of the skills and necessary qualifications, our ideal candidate must be committed to achieving superior results with integrity, sustaining our positive work environment, and embracing working side-by-side with others in a diverse and inclusive culture

- Other duties and responsibilities as assigned

Requirements : 

- 18+ years of experience leading in a hyper growth, fast paced work environment

- Strong communication skills, with an emphasis on tact and diplomacy

- Ability to tell a clear and compelling story through PowerPoint, and advanced skills in all Microsoft Office applications

- Requires 5+ years of related Quality Assurance and Training experience

- Experience in a contact center environment (Preferred)

Women-friendly workplace:

Maternity and Paternity Benefits

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