Senior Manager - Training & Quality - BPO

Job Description

The role will lead a team dedicated to improving our ability to deliver and provide the best customer experience. You will be the custodian of the Quality, Training, and Knowledge Management team.

Responsibilities :

Quality

- Constantly improve quality audits across various teams.

- Ensure improvement and sustainability of processes based on quality audits.

- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.

- Identify and explore quantitative and qualitative data to develop and enhance employee skills.

- Tackle problems in creative and logical ways and brainstorm solutions.

- Conduct customer feedback audits and derive insights to optimize the user experience.

- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.

- Formulate compliance and non-compliance processes as per policies and requirements.

Training

- Ensure that training is delivered to all new employees as per the training calendar.

- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.

- Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.

- Ensure a smooth and clear transition of new processes from the training team.

- Take full responsibility for the knowledge and content management of documented processes.

- Constantly drive the quality and methodology of training, workshops, etc.

- Execute training tasks and assignments on short notice.

- Work closely with various teams to plug areas of opportunity into the training area.

- Drive online learning through our LMS tool

- Work closely with EX Team and drive the learning management tool adoption

Perform constant benchmarking of the process across the industry to enhance the internal system, processes, etc.

Requirements

- Total 10-12 years' experience, with 3-4 years' experience managing a Quality and Training team.

- Experience in both voice and non-voice processes.

- Strong analytical and problem-solving skills. Must enjoy digging into data and deriving insights because we are a data-driven company obsessed with numbers.

- A quick learner who is able to understand the process and provide valuable feedback.

- Excellent interpersonal skills and ability to work with and influence different stakeholders across teams.

- Should have the ability to work under pressure and in an unstructured environment.

- Must be meticulous and possess an eye for detailing.

- COPC or Six Sigma (green belt) certified, or the experience of implementing Training and Quality-related processes from scratch will be an advantage.

- Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organisation.