Senior Manager - Training & Quality - BPO

Key Responsibilities

- 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

- 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

STRATEGIC INPUTS / SKILLS REQUIRED

- Expertise in Quality & Training domains

- Demonstrated success in Transactional Quality

- Exposure to different improvement frameworks like six sigma, lean

- Thorough knowledge of MS office tools like Power point & excel are critical for the job

- Strong communication & facilitation skills

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

- Flexible approach to tackling projects

- Good team player