JD Manager role Training & Quality: - Responsible for creating a learning environment across the organization. - Manage and implement quality methodologies such as six sigma, Lean & COPC, at least three years in BPO sector - Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality - Proactive management of identifying trends, producing root cause analysis and providing solutions - Innovate and improve processes - Develop and implement training & development process for all employees including new recruits. - Effectively identifying training needs for all employees and sketch out the training calendar/schedules. - Design training module, develop training material, ensure delivery of training programs and complete logistics management for the programs. - Managing relationship with vendors such as external trainers, training institutes, e-learning companies. - Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness - To periodically conduct reviews and track performance of trainers & QA - Evaluate effectiveness of training and identify re- training needs. - Conduct Train the Trainer Program's. - Identifying and recruiting AM's, trainers, training coordinators and communication coaches. - Partner with clients for implementing programs evaluating training and for requirements to - be planned and implemented with new ramps & business improvement opportunity - To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective. - Awareness and usage of tools to bring about immersive learning environment - Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client - Implement robust monitoring of internal QA and maintains an efficient performance management system - Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes. Experience : Required : - Graduate/Postgraduate with 5 - 8 years' experience - Relevant Experience in Training Management & improvements - Experience in managing Six sigma, lean projects - Experience in creating and managing strategic QA framework - Experience in leading client interactions - Telecom vertical experience - Desired Know-How Critical : - Excellent communication & presentation skills. - Planning and Execution skills. - Ability to conceptualize and design content. - Ability to proactively identify current and future needs of the Center. - Good Interpersonal skills and analytical skills - Ability to manage Customer critical metric performance & process improvement - Knowledge of market tools like AI, RPA, ML, Automated QMS, immersive learning practices - Self-driven and Assertive Details of the process and share some light on the hiring process : - The resource will manage multiple international voice/chat/email process from Quality and training standpoint - What are the rounds of interviews for each position? 2 Technical round - What are the timings of the interviews? Depends on panel availability - Do you consider Video conferences or telecons or Personal meets only. Virtual Teams video call - Are the hiring partners available on weekends as well? No - Would you be open to considering relocation ? Yes - Are the managers also on Rotational shifts ? Or fixed days leave? : Fixed Saturday & Sunday off (however depending on ramps they might have to stretch) - Need more clarity on the shift timing. (Mid shift / Evening Shift ) Login will be post 12 PM,IST - What's the Team size he/she will be managing ? 10+

Hyderabad

Manager - Training & Quality - BPO 

Job Description for Manager - Training & Quality - BPO  in RIOHR in  Hyderabad for (5-8) years of experience. Apply Now!