AVP - Training & Quality - BPO

We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence. The incumbent will bring extraordinary focus and expertise in and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well-being and operational rigor.

We are looking for a seasoned professional who would oversee training and transactional quality as a function for a leading domestic travel (airline) account in Mumbai. The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training, which help meet our overall business objectives.

Key Responsibilities :

- Lead TQ support for a new strategic offering, training as a Service for our clients

- Drive continuous improvement program across processes

- Analysis of utilization, efficiency and available data for the process

- Undertake detailed process improvement studies and up skills the team members

- Mentor Green Belt/Yellow Belt projects

- Drive culture of continuous improvement

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements

- Ability to lead a team, coordinate with other locations and drive standardized practices

- Should meet and exceed client metrics: External & internal quality metric should be consistently green

- Strengthen quality management processes/framework to improve quality delivery

- Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation

- Ability to get out of the box ideas and Process Improvement Initiatives in the process

- Should drive Process Control & Compliance in addition to managing Audit requirements

- Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.

- Should have persuasive, collaborative and influencing skills

- Strong interpersonal skills to manage client expectations/engagements effectively

- Excellent Transactional Quality Domain Knowledge

- Strong Process Knowledge and Compliance to Multiple Audit Postures

- Design overall framework of learning development for associates across Global locations

- Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options

- Define a framework for measurement and analysis of learning impact on change in associate behavior and performance

- Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs

- Innovate new ways of learning and help drive adoption of Tech infused learning solutions

- Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.

- Work with Global teams to integrate Enterprise learning resources

- Lead Governance & performance reviews for areas driven by T&Q team

STRATEGIC INPUTS / SKILLS REQUIRED:

- Expertise in Quality & Training domains

- Excellent command on PowerPoint presentation & excel

- Demonstrated success in Transactional Quality

- Exposure to different improvement frameworks like six sigma, lean

- Thorough knowledge of MS office tools like Power point & excel are critical for the job

- Exposure to evolving Technologies, automation

- Strong communication & facilitation skills

- Strong analytical skill- ability to work with huge volume of data using statistical tools

- Flexible approach to tackling projects

- Good team player

- Good Presentation skills