Quality |amp| Training Manager|International BPO

• TOP BPO IN Bangalore

• Hiring Quality & Training Manager

• Must be from International BPO

• Role is 70% Quality & 30% Training

• Current designation should be a Tenured Deputy Manager or Manager – Quality / Training & leading a team of QAs, Trainer, TL , AMs

• * Roles & Responsibilities

• Drive continuous improvement for Quality and Delivery

• Manage Call Quality & Client related KPI&

• 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 client expectation

• Ability to get out of the box ideas and Process improvement initiatives in the process.

• Provide quality floor support, feedback and refreshers

• Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted