Manager - BPO Training & Quality - Banking Domain

The Role:

- We are looking for a seasoned professional who would oversee training and transactional quality as a. function for India market operations for a banking client.

- The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training & quality, which help meet our overall business objectives.

Essential Job Elements:

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

- 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 metrics should be consistently green.

- Strengthen quality & training management processes/framework to improve delivery & performance.

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

- 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.

Profile and Experience:

- 11+ years of industry experience in Quality & Training domains in contact center customer service domain.

- Experience in banking domain is preferred.

- Exposure to different improvement frameworks like six sigma, lean.

- Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.