Leading BPO in Pune
Hiring for Quality & Training Manager
International Voice process
Must be a Manager On papers in Quality & Training in International BPO
International Voice Experience(Mandatory)
Over All Experience 8+ Years
CTC UPTO 15LPA
Role & responsibilities
- Act as a primary POC among the QA, Training teams, OPS & clients.
- Recommended responsibilities include but are not limited to the following:
- Lead, manage, motivate, and mentor a team of Quality Analysts
- Drive consistency to ensure the strong quality performance and alignment across all programs
- Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program
- Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
- Implement and drive the QA process and structure
- Identify possible issues and trends and give actionable insights while communicating to relevant stakeholders
- Implement initiatives and projects to counteract any possible trends, drive business KPIs
- Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
- Analyse quality and performance trends to provide recommendations for program improvement
- Responsible for the delivery of vendor quality metrics at MBRs and QBRs
- Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring;
- Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies
- Maintain accurate metrics of direct reports individual performance as well as overall team level performance
- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
- Develop strong working relationships with key Business stakeholders, internal and external
- Oversee audits of key support processes within each account and recommends changes
Preferred candidate profile
- 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.
Interested candidates can mail their cv at [Confidential Information] or call at 8467054123
