Manager- Training & Quality (Domestic BPO Process)

*On paper Manager-Training & Quality designation is required for this role**

Location- Noida (Sector 60)

Shift-Rotational shift (No cab facility)

Job type- Work from office

6 days/week

Responsibilities:

Training:

Create and deliver training for new and existing customer service agents.

Identify training needs and develop effective solutions.

Track training results and make improvements.

Keep training materials updated.

Quality:

Use Lean Six Sigma (Green Belt) to find and fix process problems.

Monitor customer service quality and ensure standards are met.

Analyze data to improve performance.

Conduct quality audits.

Lead process improvement projects.

Team:

Manage and support the training team.

Work with other departments to improve customer service.

Provide feedback and coaching.

Reporting:

Track and report on training and quality metrics.

Qualifications:

Bachelor's degree.

Mandatory: Lean Six Sigma Green Belt Certification.

5+ years of experience in training and quality in a BPO customer service environment (domestic).

Strong understanding of customer service best practices.

Excellent communication and training skills.

Ability to analyze data and solve problems.

Proficient in MS Office.,