- We are looking for a seasoned quality professional who would oversee training and transactional quality as a function for ICOE accounts
- The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training & Quality, which help meet our overall business objectives
Expectations from the role
- Drive continuous improvement program across processes
- Analysis of utilization, efficiency and available data for the process
- Undertake detailed process improvement studies and up skills the team members
- Mentor Green Belt/Yellow Belt projects
- Drive culture of continuous improvement
- Provide Training and quality support, development of metrics and dashboards in line with customer requirements
- Ability to lead a team, coordinate with other location and drive standardized practices
- Should meet and exceed client metrics: External & internal quality metric should be consistently green
- Strengthen quality management processes/framework to improve quality delivery
- Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet clients expectation
- Ability to get out of the box ideas and Process Improvement Initiatives in the process
- Should drive Process Control & Compliance in addition to managing Audit requirements
- Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.
- Should have persuasive, collaborative and influencing skills
- Strong interpersonal skills to manage client expectations/engagements effectively
- Excellent Transactional Quality Domain Knowledge
- Strong Process Knowledge and Compliance to Multiple Audit Postures
- Design overall framework of learning development for associates across all locations in India
- Translate E business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
- Define functional learning paths that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, HR Generalists and the Performance Management team
- Define a framework for measurement and analysis of learning impact on change in associate behavior and performance
- Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs
- Design and develop outline for associate and senior leader on-boarding
- Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications
- Assist business in evaluating and selecting internal candidates for supervisor roles by designing and conducting an Assessment Center
- Create overall Learning function budget and define processes for forecasting and monitoring expenses
- Ensure greater visibility of Learning function through branding initiatives such as Learning Fairs, theme-based mailers, awareness posters, open forums, Intranet sites, and SharePoint sites
- Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.
- Facilitate mid-level leader development global program across locations.
STRATEGIC INPUTS / SKILLS REQUIRED
- Quality Expert
- Knowledge and experience of minimum 5 years in running COMO Accounts
- Demonstrated success in Transactional Quality
- Exposure to different improvement frameworks like six sigma, lean
- Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS , project, excel are critical for the job
- Strong communication & facilitation skills
- Strong analytical skill- ability to work with huge volume of data using statistical tools
- Flexible approach to tackling projects
- Good team player
- Good Presentation skills
