- Lead Training and Quality Charters for the Customer Experience & SRT Teams - Ability to Build Training and Quality functions from scratch in line with the industry best practices - Understands and owns the controllable elements of Contact Quality & Compliance metrics - Ability to use data and insights to prepare metric reviews and deep dives - Improve the productivity of Quality Team by reviewing ongoing process, improving deliverables and involving in automations like Machine Learning, Speech Analytics etc. - Creates operational plans to support peak ramp up and down as well as readiness for business launches from a quality standpoint - Acts as the Quality representative for business teams to understand voice of the customer or partner in key process or policy changes - Drive Cont. Improvement Projects independently with cross functional teams from a Quality standpoint - Plan, develop and implement comprehensive professional development and training plans/programs - Ensure the processing and consolidation of all training records pertaining to Customer Service Training - Upskill & develop self-on-related professional skills - Inculcate Knowledge of the developments in the field of learning (especial focus on Customer Service) through research and networking

Noida

Head - Quality & Training - BPO 

Job Description for Head - Quality & Training - BPO  in Bask HR Consulting Pvt ltd in  Noida for (7-15) years of experience. Apply Now!