Manager - Transactional Quality & Training - BPO

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 effectiveness metrics, 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.