Quality Manager - International Voice Process - BPO

- 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

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

- 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

- Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications

- Adoption of Global processes and practices , to standardization

- 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