Senior Manager - Quality - BPO

About the Job :

We are looking for a leader to oversee training and transactional quality as a function for leading travel client in Pune location. 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.

Job Responsibilities :

- Drive continuous improvement program across processes. Undertake detailed process improvement studies and up skills the team members.

- Provide Training and Quality support, development of metrics and dashboards in line with customer requirements

- Design overall framework of learning development for associates across locations. Ability to lead a team, coordinate with other locations and drive standardized practices

- Strengthen quality management processes/framework to improve quality delivery. Should meet and exceed client metrics

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

- Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options

- Innovate new ways of learning and help drive adoption of Tech infused learning solutions

Profile and Experience :

- 8+ years of industry experience in Quality & Training domains

- Flexible to work 5-Days and in Evening shifts

- Must have experience in Travel / Airlines / OTA industry

- Demonstrated success in Quality & Training

- Exposure to different improvement frameworks like six sigma, lean

- Strong analytical skill- ability to work with huge volume of data using statistical tools

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

- Strong Process Knowledge and Compliance to Multiple Audit Postures