Sr Manager - Quality & Training - BPO @ SK Job Solutions

Job Description

Sr Manager - Quality & Training - BPO (10+ years experience)

The Head of Quality and Training is required to play a pivotal role in leading both the departments of the organization and providing direction to Mid & Junior level management personnel of the department. This role requires the person to play a lead strategic role, overseeing and implementing strategies that will help the Training & Quality teams to deliver as per internal & external stake holder expectations.

The person is required to have a sound and in-depth understanding of the business and should be able to make quick decisions, understands prioritization of work and ensures a high level of coaching is provided to the team.

Quality Function

- Develop and implement a unified strategy integrating quality with training, process migration, develop plans to meet the training and development needs of the organization through internal and external training.

- Develop organizational assessment methods and measurement systems to ensure quality benchmarks are met.

- Create a structured review mechanism for effective departmental reviews per the audit calendar and report progress.

- Establish and implement necessary communication strategy for improvement and awareness of quality issues across all departments.

- Provide leadership for the quality department, driving continuous improvement of the overall program resulting in improved funnel, quality and accuracy of customer interactions by identifying trends and trouble spots, capturing the voice of the customer and recommending appropriate actions based on data

- Manage the functions and work towards enhancement of the function and team members.

- Recruit, mentor and develop team members and nurture an environment where they can excel through encouragement and empowerment.

- Understanding process needs and requirements to develop & maintain effective quality control processes

- Plan, direct or coordinate new quality assurance programs and formulate quality control policies improving efficiency

- Drive Process improvement projects based on Six Sigma & Lean methodology

- Tackle problems in creative and logical ways and brainstorm solutions.

- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven

- Responsible for process/product compliance and internal risk. Required to Formulate compliance and non-compliance processes as per policies and requirements.

 

Training Function

- Be familiar with traditional (training, coaching, mentoring, etc.) and modern training methods (e-learning, Gamification, simulations etc.)

- Track record in designing training course curriculum, assessments & lesson plan. Strong writing & record-keeping ability for reports, dashboard and training content.

- Ensure that organizational level training is delivered to all new employees as per the training calendar.

- Ensure a smooth and clear transition of new processes from the training team.

- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.

- Take full responsibility for the knowledge and content management & SOP creation for all processes.

- Constantly drive the quality and methodology of training, workshops, etc.

- Execute training tasks and assignments on short notice.

- Work closely with various teams to plug areas of opportunity into the training area.

Required Skills:

- The individual would have a high leadership stint in managing medium to Large sized teams for training & Quality teams preferably across multiple sites

- Should be Six Sigma certified(Black Belt Certified) and should have run/overseen six sigma projects successfully

- Experience of implementing Training and Quality-related processes from scratch will be an advantage.

- Strong analytical and problem-solving skills. Must enjoy digging into data and deriving insights

- Excellent interpersonal skills and ability to work with and influence different stakeholders across teams.

- Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organization.

- Should have excellent knowledge of MS-Office, Excel, MIS, Dashboards and PowerPoint Presentation Skills.

- Should have sound knowledge of 7 Quality tool for compiling, interpreting and communicating all quality related statistical inferences

If your profile suits our requirement, kindly mail your cv (in word format) on hidden_email alongwith Notice period and CTC Details.

 

Regards

Alok

+91 hidden_mobile

 

Employement Category:

Employement Type: Full time
Industry: BPO / Call Center
Role Category: Technical / Process Training
Functional Area: Not Applicable
Role/Responsibilies: Sr Manager - Quality & Training - BPO

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Keyskills:   training analysis quality auditing quality control