Manager Service Quality - Capability Development

Responsible for creating a learning environment across the organization. · Manage and implement quality methodologies such as six sigma, Lean & COPC, at least three years in BPO sector · Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality · Proactive management of identifying trends, producing root cause analysis and providing solutions · Innovate and improve processes · Develop and implement training & development process for all employees including new recruits. · Effectively identifying training needs for all employees and sketch out the training calendar/schedules. · Design training module, develop training material, ensure delivery of training programs and complete logistics management for the programs. · Managing relationship with vendors such as external trainers, training institutes, e-learning companies. · Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness · To periodically conduct reviews and track performance of trainers & QA · Evaluate effectiveness of training and identify re- training needs. · Conduct Train the Trainer Program’s. · Identifying and recruiting AM’s, trainers, training coordinators and communication coaches. · Partner with clients for implementing programs evaluating training and for requirements to · be planned and implemented with new ramps & business improvement opportunity · To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective. · Awareness and usage of tools to bring about immersive learning environment · Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client · Implement robust monitoring of internal QA and maintains an efficient performance management system · Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.

Experience Required: Required: Graduate/Postgraduate with 5 – 8 years’ experience · Relevant Experience in Training Management & improvements · Experience in managing Six sigma, lean projects · Experience in creating and managing strategic QA framework · Experience in leading client interactions · Telecom vertical experience - Desired Know-How Critical: · Excellent communication & presentation skills. · Planning and Execution skills. · Ability to conceptualize and design content. · Ability to proactively identify current and future needs of the Center. · Good Interpersonal skills and analytical skills · Ability to manage Customer critical metric performance & process improvement · Knowledge of market to