Manager - Training & Quality - BPO

Manager Training & Quality - MNC BPO, Hyderabad.

- Responsible for creating a learning environment across the organization.

- Manage and implement quality methodologies such as six sigma, Lean & COPC, at least three years in BPO sector

- Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality

- Proactive management of identifying trends, producing root cause analysis and providing solutions

- Innovate and improve processes

- Develop and implement training & development process for all employees including new recruits.

- Effectively identifying training needs for all employees and sketch out the training calendar/schedules.

- Design training module, develop training material, ensure delivery of training programs and complete

logistics management for the programs.

- Managing relationship with vendors such as external trainers, training institutes, e-learning companies.

- Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness

- To periodically conduct reviews and track performance of trainers& QA

- Evaluate effectiveness of training and identify re- training needs.

- Conduct Train the Trainer Program's.

- Identifying and recruiting AM's, trainers, training coordinators and communication coaches.

- Partner with clients for implementing programs evaluating training and for requirements to

- be planned and implemented with new ramps & business improvement opportunity

- To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely

with operations & quality to ensure training is effective.

- Awareness and usage of tools to bring about immersive learning environment

- Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client

- Implement robust monitoring of internal QA and maintains an efficient performance management system

- Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.

Experience Required:

Graduate/Postgraduate with 8 - 12 years' experience in International Contact Centre and currently working as Manager Quality & Training.

- Relevant Experience in Training Management & Quality improvements

- Experience in managing Six sigma, lean projects

- Experience in creating and managing strategic QA framework

- Experience in leading client interactions

- Telecom vertical experience - Desired Know-How

Critical:

- Excellent communication & presentation skills.

- Ability to conceptualize and design content.

- Ability to manage Customer critical metric performance & process improvement

- Knowledge of market tools like AI, RPA, ML, Automated QMS, immersive learning practices

- Should be willing to work in evening shifts.