Hiring Quality & Training Manager- BPO

Essential Duties and Responsibilities:

• Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with clients
• In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
• Conducting / attending regular Gauge RNR & Calibrations with team to maintain level of knowledge of the supervisory staff
• Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis
• Responsible for super audits to ensure adherence of Compliance and Quality guidelines agreed between operations / clients
• Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams
• Manages quality related escalations and preparing RCAs with closure with operations and client
• Managing shift timings & leaves for the Quality and training team
• Manages and takes accountability of grooming quality analysts, trainers and advisors to meet process and functional expectations
• Foster team work environment
• Maintain team engagement and improve employee knowledge retention & Performance
• Being proactive in identifying learning and development needs of the team members/advisors
• Managing training department and New hire trainings for the program
• Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution
• To ensure continuous improvement in the training performance of the process
• To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements. Spearheading continuous improvement in training and quality metrics of the programs and to drive improvement projects across businesses
• Establish and maintain communication with clients to understand needs, resolve issues, and meet expectations

Essential Skills:

• Be attentive to details
• Be able to work in a fast-paced environment
• Have strong working knowledge in MS Office applications: Word, excel, & PPT
• Be able to adjust quickly and smoothly to changing priorities and conditions
• Have ability to interpret data, identify trends, and make suggestions for improvements
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team player
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Problem solving skills

Education & Experience:

• Minimum Graduate
• Should have knowledge of Six sigma and lean methodology
• Overall Years of Experience and required Skill Sets:

Minimum 6 - 10 years with 4 yrs of people managerial experience in Quality and training

• Experience in Customer Service would be preferred in BPO industry (voice)
• Knowledge in operation will be an added advantage.

Interested candidates can WhatsApp your resume to 8639839227