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.
Profile and Experience:
Exposure to different improvement frameworks like six sigma, lean. Sig Sigma Black Belt certification is preferred.
10+ years of industry experience in Quality & Training including Telecom experience.
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.
