The Role
We are looking for a seasoned professional who would oversee training and quality as a function for premium global ecommerce clients. 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
Essential Job Elements:
- Lead TQ support for a new strategic offering, training and quality as a Service for our clients.
- Provide Training and quality support, development of metrics and dashboards in line with customer requirements.
- Ability to lead a team, coordinate with other locations and drive standardized practices.
- Should meet and exceed client metrics: external & internal quality metrics should be consistently green.
- Strengthen quality & training management processes/framework to improve delivery & performance.
- Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.
- 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
- Ability to get out of the box ideas and Process Improvement Initiatives in the process
- Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.
- Should drive Process Control & Compliance in addition to managing Audit requirements.
- Innovate new ways of learning and help drive adoption of Tech infused learning solutions.
- Lead Governance & performance reviews for areas driven by T&Q team.
- Mentor Green Belt/Yellow Belt projects
Profile and Experience:
- 11+ years of industry experience in Quality & Training in contact center customer service.
- Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.
- Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
- Strong client-facing skills with excellent communication, negotiation and conflict management skills.
- Strong Process Knowledge and Compliance to Multiple Audit procedures.
- Thorough knowledge of MS office tools like Power point & excel are critical for the job
- Experience in implementing innovative solutions and driving technologies, automation.
- Analytical acumen and the ability to streamline complex processes.
