Quality and Training Manager (relocate to Vietnam)

Essential Functions/Core Responsibilities:

Responsible for managing team of QAs & Trainer

Data analysis and making designated reports/decks

Client & stakeholder managment

Participating in internal & external calibrations

Communication to heighten awareness and focusing on importance of positive customer experience

Making recommendations and driving improvement

Ensuring that internal policies, procedures, and compliance regulations are being followed

Reduce learning curve and help enhance product/process knowledge of new joiners.

Ensuring that internal policies, procedures, and compliance regulations are being followed

Candidate Profile

At least 3 year experience in QA cum Trainer Manager for Call Center

Ensure quality based intervention

Ensure that Process quality and training is delivered effectively in the stipulated timelines

Evaluate process quality and take corrective actions which should be tangible

Evaluate effectiveness of T & D interventions

Improve calibration of QIC, SME and CSM within team

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

Design and develop Quality framework

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

Interact and streamline channels of communications with other Functions and Clients

Working Location: District 9, Ho Chi Minh City, Vietnam