OlaCabs - Senior Manager - BPO Training & Quality (9-14 yrs)
Roles and Responsibilities
- Responsible for Quality delivery for the transactional quality & Automation for Quality Function Globally
- Provide Feedback and suggestions for improvement - Transaction monitoring and feedback mechanism.
- Responsible for providing the insights of the business by analyzing data Via listening to the calls or doing out calls
- Ensure timely deployment of training plans - NHT, Nesting Program, Refresher Training, Daily floor briefing
- Training for all in-house business - Customer Care (Voice and Emails), Market Place and OFT, Safety Response, Social Media and CVT
- Monitor and evaluate the training program's effectiveness, success and ROI periodically and report on them
- Responsible for Operational Excellence - Progressive alignment - Ensure Span meets rating
- Conducts Training Audits & Feedback
Experience & Skills
- 10-12 years of experience in Training & Quality in an International BPO setup.
- Understand customer needs and requirements to develop effective quality control processes
- Be on the lookout for opportunities for improvement and develop new efficient procedures
- Knowledge of Training & Quality tools
- An ability to quickly understand and solve new problems
- Negotiation and conflict management
- Strong interpersonal skills
- Excellent data interpretation and report presentation skills
- Stress tolerance
- Need no external push to be motivated
- Proven leadership, supervisory and project management skills
- A tactical and strategic track record for delivering research-driven results
- Ability to motivate and lead a team and manage multiple requirements
- Innovative and people management with an understanding Competitive Analysis
Qualifications
- Any Graduate in Any Specialization
- Any Postgraduate in Any Specialization
- Six Sigma certified (Preferred)
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