Manager Training & Quality

• Drive continuous improvement for Transaction Quality and Delivery

• Trained /Certified in Green Belt

• Manage Call Quality & Client related KPIs

• Evaluate effectiveness of TQ interventions

• Strengthen Quality management processes / framework to improve quality delivery

• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet clients expectation

• Drive continuous improvement for TQ and Delivery

• Manage Call Quality & Client related KPIs

• Evaluate effectiveness of TQ interventions

• Strengthen Quality management processes / framework to improve quality delivery

• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the clients expectations

• Drive and maintain high throughputs in New hire batches and ensure higher first pass with every batch

• Responsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers.

• Drive Process control & Compliance in addition to managing the Audit requirements

• Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires

• Ensure uniform quality of training being delivered by all training teams in line with the client requirement

• Provide quality floor support, feedback, refresher and corrective training

• Groom and develop training talent in-house

• Support cross process / location teams

• Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.

Key Skills and knowledge: -

• People Management skills

• Ability to drive initiatives to closure

• Ability to deal with all levels of employees

• Ability to provide leadership, direction and motivation to build high performing teams

• Analytical and Quantitative skills

• Excellent Communication skills

• Data Handling / data interpretation skills

• Good working knowledge of Transaction Quality systems, tools and technologies.

• Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively

• High level of maturity to handle people including but not limited to client, stake holders, peers etc.

• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure

• Detail oriented with Strong organizational and Presentation skills

• Flexible to work in 24X7 environment (night shifts and weekends basis scope)

• Education: Graduate in any discipline desirable

• Should have 8+ years of Overall experience.