Drive continuous improvement for T&TQ and Delivery
- Certified / Trained in Green Belt
- Good understanding of BFSI Industry
- 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
- Should ensure knowledge consistency means like calibration, quizzes, D-Sat scrubbing etc
- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
- Ensure uniform quality of training being delivered by all training teams in line with client requirement
- Interact and streamline channels of communications with other Functions and Clients
- Provide quality floor support, feedback, refresher and corrective training
- Groom and develop training talent in-house
- Develop & implement a training calendar based on a robust training need analysis
- Support cross process / location teams
- Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted
- Maturity in handling customers and work in multi culture process environment
Desired Skills :
Good Knowledge about computers.
- Excellent communication skills.
- Good people management skills
- Good knowledge of MS Office
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
- Highl 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 in an unstructured environment
- Detail oriented, Strong organizational skills, Presentation skills
- Flexible to work in 24X7 environment (night shifts and weekends basis scope)
Ability to work under pressure
- Time Management
- Interpersonal skills
- Team work
- 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
- Minimum 5 years in a BPO and associated with the Training & Quality Department would be desirable
- Graduate in any discipline would be highly desirable
- Atleast 1 Year of People Manager experience
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