Training and Quality manager @ Netambit ValueFirst

Job Description

Hiring  For Bangalore location 

JOB Description 

 

Work from office 

 

Training and quality manage

Process Amity university

 

Netambit info source -- is looking for a Training and Quality  manager 

 

. The person should be training and quality manager  on Papers. The profile is to manage both Training & Quality.

Should be able to do Training content customization based on process requirements

Drive Customer Experience across the operations floor in the contact centre.

 

The role would Day Shift . The candidate must be from BPO Or ed-tech background . Virtual interviews will be there . 

Roles and Responsibilities

 

 Managers  would be responsible for the  call monitoring, Sales revenue generation , frontline behavior), and recommend improvements. analysis, and work with Coaches/ Managers to support frontline development. 

Should be able to do Training content customization based on process requirements

Drive Customer Experience across the operations floor in the contact centre.

Coordination between Circle/ Hub, Regional Centre, Call Centre & the central support team.

 

• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.

 

• Work with a cross-functional team in various business units to drive initiatives end-to-end and co-create programs/plans.

 

• Required to gather the feedback from the audit findings and share it with relevant stakeholders, in a structured manner.

 

• Works with the site team to achieve optimal results on efficiency and other operational key metrics (i.e. First Time Resolution, AHT, shrinkage, Utilization, Quality Alignment, RCA Alignment etc.) through gap analysis and process improvement projects

 

• Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes

 

• Preparing the weekly/daily/monthly reports . Should be able to design a PIP.

 

• Drive Compliance and process related Hygiene across engagement

 

• Train and develop Quality evaluators

 

• Drive calibration - External, Internal and Cross functional

 

• Create and Drive action plans across engagements

 

• Creating process documents and SOPs . Process Maps

 

• Drive process improvements

Desired Candidate Profile

 

• Excellent Presentation Skills, Written & Spoken Communication,

 

•  3-7  years of relevant experience. Should have managed Large teams

 

• Should have relevant experience in handling a sales team . Preferable experience in Telecom,bpo sector

 

• Good knowledge of knowledge in the following computer programs: Microsoft Word, Excel, and PowerPoint

 

• Proficient knowledge of MS Powerpoint and Word. Should have exposure in managing a team

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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