Quality & Training Manager/International Voice Process

Leading BPO in Pune

Hiring for Quality & Training Manager

International Voice process

Must be a Manager On papers in Quality & Training in International BPO

International Voice Experience(Mandatory)

Over All Experience 8+ Years

CTC UPTO 15LPA

Role & responsibilities
• Act as a primary POC among the QA, Training teams, OPS & clients.
• Recommended responsibilities include but are not limited to the following:
• Lead, manage, motivate, and mentor a team of Quality Analysts
• Drive consistency to ensure the strong quality performance and alignment across all programs
• Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program
• Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
• Implement and drive the QA process and structure
• Identify possible issues and trends and give actionable insights while communicating to relevant stakeholders
• Implement initiatives and projects to counteract any possible trends, drive business KPIs
• Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
• Analyse quality and performance trends to provide recommendations for program improvement
• Responsible for the delivery of vendor quality metrics at MBRs and QBRs
• Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring;
• Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes

Preferred candidate profile
• People Management skills
• Ability to drive initiatives to closure
• Ability to deal with all levels of employees
• Ability to provide leadership, direction and motivation to build high performing teams
• Analytical and Quantitative skills
• Excellent Communication skills
• Data Handling / data interpretation skills
• Good working knowledge of Transaction Quality systems, tools and technologies.
• Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively
• High level of maturity to handle people including but not limited to client, stake holders, peers etc.
• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure
• Detail oriented with Strong organizational and Presentation skills
• Flexible to work in 24X7 environment (night shifts and weekends basis scope)
• Education: Graduate in any discipline desirable
• Should have 8+ years of Overall experience.

Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

India
Maharashtra
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