Role & responsibilities
Drive continuous improvement program across processes. Undertake detailed process improvement studies and up skills the team members.
- Provide Training and Quality support, development of metrics and dashboards in line with customer requirements
- Design overall framework of learning development for associates across locations. Ability to lead a team, coordinate with other locations and drive standardized practices
- Strengthen quality management processes/framework to improve quality delivery. Should meet and exceed client metrics
- Accurately capture the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
- Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
- Innovate new ways of learning and help drive adoption of Tech infused learning solutions
- Manage Call/Chat Quality & Client related KPIs with analytical quantification and establish co-relation
- Excellent communication skills. Good people management skills Good knowledge of MS Office Analytical / Quantitative skills
- Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
- Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
- Prepare WBR/MBR and client deliverables deck
Preferred candidate profile
10+ years of industry experience in Quality & Training including Telecom experience
- Flexible to work 5-Days and in Evening/Night shifts
- Exposure to different improvement frameworks like six sigma, lean. Sig Sigma Black Belt certification is preferred
- Strong analytical skill- ability to work with huge volume of data using statistical tools
- Sig Sigma Black Belt certification is preferred
- Thorough knowledge of MS office tools like Power point & excel are critical for the job
- Strong client-facing skills with excellent communication, negotiation and conflict management skills.
- Telecom experience is must .
