Job Description
Position: Sr. Manager, Training & Quality
The Role:
- We are looking for a seasoned professional who would oversee training and transactional quality as a function for India market operations for a banking client.
- 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 domains in contact center customer service domain.
- Experience in banking domain is preferred.
- 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 effective nessmetrics, 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.
The Role:
- We are looking for a seasoned professional who would oversee training and transactional quality as a function for India market operations for a banking client.
- 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 domains in contact center customer service domain.
- Experience in banking domain is preferred.
- 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 effective nessmetrics, 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.
💡 Quick Summary
Seeking a career-building opportunity? The Senior Manager - Training & Quality - BPO/Bank position is now open for candidates interested in the BPO Jobs sector. This role in Gurgaon offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
