Assistant Manager – Training and Quality

Experience Required – 6 to 9 years

Training

  • Ability to multi-task with various clients/projects/stakeholders in a multi-geo environment would be required.
  • Review Existing Training Materials and Identify the need for updating them. Should be able to ideate and guide on new content/practice as and when necessary
  • Help design KRAs for the team/s and periodically review manager performance vis a vis overall team performance at regular intervals.
  • Evaluate the client’s training requirements and establish training goals/completion milestones for the projects assigned
  • Coordinate training activities looping in Telmax and client stakeholders at all times.
  • Evaluate and assess training needs for the process and the team assigned. Help in metric management and SLAs for the process/es assigned.
  • Work with Call Center management staff to develop and facilitate motivational activities for his/her world-span
  • Develop cross-training materials and SOPs, as required.
  • Preparation of relevant Training reports and Dashboards; decks for MBRs, WBRs, etc
  • Ability to manage teams/geos as allotted
  • Help and coordinate plans on TTT sessions for new/potential trainers for the department

Quality

  • Team Management – Managing a Team of Quality Evaluators/Team Leaders for aligned Processes
  • Client/Stakeholder management to drive and influence improvement objectives
  • Quality Activities – Documentation for Transaction Monitoring
  • Facilitate the sharing of best practices and implement them and drive performance benchmarking
  • Keeping Track of Process Trends.
  • Can identify process end to end and identify improvement opportunities basis broken links
  • Analyze and Report Trends in Agents/Process performance
  • Implement corrective action plans as and when required
  • Dip check compliance – Weekly basis
  • Calibration compliance – Weekly basis
  • Weekly and Monthly reports – Weekly and Monthly basis
  • Identify the bottom Quartile and steps to improve them.
  • Analyze and Report Trends in Agents/Process performance

Knowledge, Skills, Other abilities:

  • Strong supervisory skills with an eye for detail. Result Oriented.
  • Excellent written and verbal communication skills in English & Hindi.
  • Organized and Methodical.
  • Target and deadline-driven.
  • Sound knowledge of MS Office
  • Knowledge of all QC Tools like Pareto, and Six Sigma. FMEA, SIPOC, etc