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03/01 Ritika Yadav
Research Associate at Xpert Conexions

Views:436 Applications:56 Rec. Actions:Recruiter Actions:15

Senior Manager - Training & Quality - BPO (8-14 yrs)

Gurgaon/Gurugram/Delhi NCR Job Code: 1201138

Job Description

The role will lead a team dedicated to improving our ability to deliver and provide the best customer experience. You will be the custodian of the Quality, Training, and Knowledge Management team.

Responsibilities :

Quality

- Constantly improve quality audits across various teams.

- Ensure improvement and sustainability of processes based on quality audits.

- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.

- Identify and explore quantitative and qualitative data to develop and enhance employee skills.

- Tackle problems in creative and logical ways and brainstorm solutions.

- Conduct customer feedback audits and derive insights to optimize the user experience.

- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.

- Formulate compliance and non-compliance processes as per policies and requirements.

Training

- Ensure that training is delivered to all new employees as per the training calendar.

- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.

- Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.

- Ensure a smooth and clear transition of new processes from the training team.

- Take full responsibility for the knowledge and content management of documented processes.

- Constantly drive the quality and methodology of training, workshops, etc.

- Execute training tasks and assignments on short notice.

- Work closely with various teams to plug areas of opportunity into the training area.

- Drive online learning through our LMS tool

- Work closely with EX Team and drive the learning management tool adoption

Perform constant benchmarking of the process across the industry to enhance the internal system, processes, etc.

Requirements

- Total 10-12 years' experience, with 3-4 years' experience managing a Quality and Training team.

- Experience in both voice and non-voice processes.

- Strong analytical and problem-solving skills. Must enjoy digging into data and deriving insights because we are a data-driven company obsessed with numbers.

- A quick learner who is able to understand the process and provide valuable feedback.

- Excellent interpersonal skills and ability to work with and influence different stakeholders across teams.

- Should have the ability to work under pressure and in an unstructured environment.

- Must be meticulous and possess an eye for detailing.

- COPC or Six Sigma (green belt) certified, or the experience of implementing Training and Quality-related processes from scratch will be an advantage.

- Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organisation.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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