Training & Quality Manager
- Hrh Next Services
- 7 to 12 Yrs
- Hyderabad
- 2 years ago
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Job Description
Primary responsibilities for this position include, but are not limited to:
- Identify & implement the most effective methods to measure quality among various teams.
- Develop actionable insights enabling both employee and business process improvements and performance insight
- Lead a team of quality analysts that perform quality checks. This includes hiring, skill development, and managing performance
- Lead, direct and coordinate the daily operation and associated activities of the Quality and Training Team.
- Effectively provide supervision, motivation, coaching, training and counselling to the team.
- Provides performance related feedback and coaching to QA and Training Team.
- Identifies developmental opportunities and coaches to enhance expertise and abilities.
- Maintains understanding of new educational and training techniques and methods
- Responsible for training programs that include new hire trainings, on job training and skill development training.
- Work with Ops leadership to define information necessary for internal QA and Training Team.
- Maintain a thorough understanding of company process and policy requirements, new clients.
- Lead and support additional special projects, reporting and initiatives of the Training/QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of inbound and outbound calls according to the defined internal standards
- Daily supervision, coaching, motivation and coordination of a QA and Training teams to assure reporting requirements and performance metrics are met
- Maintain training materials to ensure information always updated and relevant.
MINIMUM REQUIREMENTS
- 7+ years training management / supervisory experience.
- Call centre experience a plus.
- Excellent communication skills (written, verbal and interpersonal).
- Extremely organized and professional with strong multitasking and time-management skills.
- A demonstrated passion for learning and developing employees at all levels.
- Advanced proficiency using Microsoft Excel, Word, and PowerPoint including the ability to create documents, metrics and reports.
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Operations Management / Process AnalysisBack Office Operations
Functional Area: Not Applicable
Role/Responsibilies: Training & Quality Manager
Contact Details:
Company: Hrh Next ServicesLocation(s): Hyderabad
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Keyskills: training qa call audit quality analysis
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Hrh Next Services
We transform the way customers experience your brand. From identifying prospective customers, nurturing existing ones to upselling and cross selling your products, we take care of your customer's complete life cycle. Our solutions are designed to suit your service requirements in the most cost eff...
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