Manager/Senior Manager - Quality & Training - BPO

Employer : Leading BPO

Profile : Quality and Training Manager

Designation : Manager II / Sr. Manager

Job Location : Gurugram

Experience : 8 - 15 Years

Shift Timing : Post 1 PM (US / UK)

Roles & Responsibilities :

- Should be skilled in working with inbound, outbound & blended (voice & email) environment

- Should have excellent knowledge of MS-Office with sound knowledge of 7 Quality tool for compiling, interpreting and communicating all quality related statistical information internally as well as to the client

- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching,training, professional development and corrective action plans

- Managing Customer Service Training

- Monitor Review Trainer s Performance on monthly basis.

- Ensuring timely delivery of training batches on floor.

- Formulating Training procedures, policies and processes.

- Planning and coordinating necessary training on various tools, compliance, policies and procedures to the team members.

- Maintain daily training dashboards calendar every month planning of training rooms accordingly.

- Working closely with the Ops and quality team to use data from floor in training sessions for enhancement of productivity.

- Mapping Trainers KPI s to ensure good Training output

- Capturing, Measuring and Analysing CSAT and Related Scores to enhance customer experience.

If interested, share your CVs with below details :

1. Current CTC :
2. Expected CTC :
3. Notice Period :
4. Ok for Gurugram :

Ashok