Sr Manager - Training & Quality - BPO

Position: Senior Manager – Training and Quality

Reporting to: VP – Operations

Location: Gurgaon

This position will be responsible for smooth functioning of Training (Technical and Sales) and Quality functions. Key responsibilities would include managing a team of technical trainers, sales trainers, quality analysts and performance specialists. In addition to this, the incumbent will also be working with technical support and sales operations teams to help improve performance in the areas of resolution and sales. The knowledge management team would be working very closely with the training manager for creation of training content and knowledge base articles.

Key Tasks

- Work with operations teams to understand training requirements and develop training programs for performance improvement

- Run effective new hire training programs resulting in maximum throughput and optimum level of performance during transition

- Training need analysis and Training need identification

- Maintenance of training content with all latest process and product updates for effective learning during new hire training

- Performance management of trainers, auditors and performance specialists with routine audit of their work and documented feedback

- Conduct train the trainer sessions for skill and knowledge improvement of trainers

- Create training calendars for effective utilization of resources

- Guide SMEs (subject matter experts) on the production floor to help improve resolution efficiency

- Ensure proper and complete handover of new hire employees to the production floor

- Maintaining all documents and data related to training and quality operations

- Publish periodic reports related to training and quality functions’ performance

- Work on the TCDs (top call drivers) and come up with effective and efficient steps for resolution

Please share your profile at yogesh@skylarkconsultingservices.com

Yogesh Bhatt
Skylark Consulting Services
8130207779