OlaCabs - Senior Manager - BPO Training & Quality

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)