Quality and Training Manager_ Banking_ Mumbai

The Quality & Training leader is required to play a pivotal role in execution of processes laid down in training and Quality departments of the business unit and providing direction front line personnel of the department & partners. This role requires the person to play a lead executor role, overseeing and implementing strategies that will help the Training & Quality teams to deliver as per stake holder expectations.

• Governance Reviews with the quality analysts
• Engaging with training leads on the refresher training & TNIs for bottom quartile
• Optimizing quality analyst work schedule
• Analysis effectiveness of call quality parameters respective to process & recommend changes
• Execute analysis and information to business leaders with segregation on controllable and cross functional opportunities impacting business performance
• Actively participating on the hiring of new resource, hiring right skillset for the process
• Transitioning on new process from training standpoint, which includes preparation of training material specific to the process, content management, training calendars, creating induction program
• Conduct governance activities for in house and partner Quality and Training Teams (RTR's, Trainers & Quality Analysts Certifications etc)
• Conduct Weekly Governance reviews to check on adherence of quality and training processes by in-house and partner teams
• Identify trends, analyze root cause issues and support recommendation of appropriate corrective actions both short and long term.
• Designing Product & Process Knowledge Tests which will be specific to respective process
• Designing OJT program for the new hires along with the define targets