Assistant General Manager - Quality & Training

JD - Training & Quality Improvement Manager

The role will be to lead a team of QA and Trainers dedicated to improving our ability to deliver and provide the best customer experience. You will be the custodian of the Quality, Training, and

Knowledge Management and Process Improvement across LOBs.

Mon - Fri : In office ; Sat : WFH

Responsibilities:

Quality

- Constantly improve quality scores through audits across various LOBs.

- Own the CSAT metric and conduct customer feedback audits and derive data insights to optimize the user experience.

- Ensure improvement and sustainability of processes across various LOBs based on quality audits and CSAT.

- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.

- 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 product decisions.

- Formulate compliance and non-compliance processes as per policies and requirements.

- Ensure proper task allocation for QAs to drive daily audits and agent feedback across LOBs.

Training

- Ensure that training is delivered to all new associates as per the requirement.

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

- Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.

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

- Take full responsibility for the knowledge and content management of documented 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.

- Perform constant benchmarking of the process across the industry to enhance the internal system, processes, etc.

Requirements

- 7+ years' experience managing a Quality and Training team.

- Experience in both voice and non-voice processes.

- Strong analytical and problem-solving skills. Must enjoy digging into data and deriving insights because we are a data-driven company obsessed with numbers.

- A quick learner who is able to understand the process and provide valuable feedback.

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

- Should have the ability to work under pressure and in an unstructured environment.

- Must be meticulous and possess an eye for detailing.

- COPC or Six Sigma (green belt) certified, or the experience of implementing Training and Quality-related processes from scratch will be an advantage.

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