Sr Mgr - Training & Quality - BPO

Position:- Senior Manager – Training and Quality (Candidates having Reputed International BPO Experience will Be Apllicable)

Job Type:- Full Time

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

- Work with the knowledge management team to ensure timely delivery of training content and knowledge base articles

- Monitor and evaluate knowledge management team’s work to ensure accuracy of work

- Work with the management team to develop strategies for training and quality functions

- Manage new hire employees during NHT (new hire training)

- Work with operations, work force and recruitment teams for manpower planning

- Work with the management team to create compliance policy for the organization

- Work on the architecture, definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards/models

- Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight

- Build and promotes a quality oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs and training

- Establish and maintain process baselines, process flows & perform gap analysis

- Decision making on quality disputes

- Review the reviewer for transaction audits

Desired Candidate

- Technical certifications: DCSE, CCNA, MCSE, etc

- Prior experience (minimum 2 years) of leading a team of trainers in a technical support environment

- Exposure to Tech-Sales or Sales process during operations or training (minimum 6 months)

- Experience of managing a team of auditors for transactional quality

- Exposure to service / product dispatch operations will be an added advantage

- Certification in Content Development or Instructional Designing

- Six sigma certification (at least Green Belt) will be an added advantage

- Excellent communication and presentation skills

- Analytical bent of mind

- Experience of a new process transition or leading the pilot team for a new process will be an added advantage

- Excellent inter personal and leadership skills

- Highly result oriented with a successful track record in past assignments

- A great motivator and a team player

(Candidates having Reputated International Bpo Experience will Be Apllicable)

Yogesh Bhatt
Hr Executive- Recruitment
Skylark Consulting Services
CONTACT NO- 08130207779
www.skylarkconsultingservices.com