Quality & Training Manager - BPO

Hiring for Quality & Training Manager (Technical process/ Hardware Support) for renowned MNC BPO / Call Centre.

Role and key responsibilities:

- Act as a primary POC among the QA, Training teams, OPS & clients.

- Recommended responsibilities include but are not limited to the following:

- Lead, manage, motivate, and mentor a team of Quality Analysts

- Drive consistency to ensure the strong quality performance and alignment across all programs

- Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program

- Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads

- Implement and drive the QA process and structure

- Identify possible issues and trends and give actionable insights while communicating to relevant stakeholders

- Implement initiatives and projects to counteract any possible trends, drive business KPIs

- Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency

- Analyse quality and performance trends to provide recommendations for program improvement

- Responsible for the delivery of vendor quality metrics at MBRs and QBRs

- Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring;

- Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies

- Maintain accurate metrics of direct reports individual performance as well as overall team level performance

- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

- Develop strong working relationships with key Business stakeholders, internal and external

- Oversee audits of key support processes within each account and recommends changes

Key Skills and knowledge:

- Bachelor's Degree in related field with 8+ Years of Experience (with at least 2 years of Mgmt. Experience)

- Should have knowledge of COPC

- Excellent communication & interpersonal skills

- Excellent MS Office skills (presentation & excel)

- Should have good knowledge of FMEA - identification and mitigation of vulnerabilities.

- Excellent knowledge of Quality & Analytical tools

- Should be well versed with Qualitative concepts for both voice & non-voice processes

- Should have worked on process improvement projects driving Customer Experience (CSAT / NPS), Process Improvements

- Demonstrated ability to comprehend, analyze, and interpret.

- Solid understanding of the organization's business operations and industry.

- Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.

- Excellent attention to detail.

- Demonstrated ability to take initiative and ownership with focus on continuous improvement.

- Demonstrated ability to mentor, coach and provide direction to team members

- Min 8+ Years of Experience (with at least 2 years of Mgmt. Experience)

- Should have knowledge of COPC

- Excellent communication & interpersonal skills

- International Process (Technical process/ Hardware Support)

Location: Hyderabad

5 days working.

Shift: 24-7 Rotational

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