T & Q Manager

Job:  T & Q Manager

Location:   Gurgaon / Mumbai

Reporting to:  Head T&Q

PRINCIPAL RESPONSIBILITIES:
  • Create exceptional training and quality assessment programs for our Customer Experience team. 
  • This candidate would also have experience in managing and developing team members to support training and quality analysis.
  • Ensure Training delivery for the vertical is managed end to end and all contractual obligations have adhered
  • Ensure that Process training is delivered effectively within the stipulated timelines.
  • Single point of contact for all training interventions /communications with the Clients
  • Evaluate trainer effectiveness and take corrective actions.
  • Evaluate the effectiveness of T & D interventions
  • Improve the calibration of Trainers
  • Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
  • Meet the training requirements of the BU within the training budget
  • Design and develop training processes (need identification to feedback and follow-through) in consultation with the training teams
  • Ensure uniform quality of training being delivered by all training teams in line with client requirement 
  • Review performance with stakeholders to deliver as per process expectations
  • Creating and publishing dashboards on performance to all stakeholders
  • Provide quality floor support, feedback, refresher, and corrective training
  • Groom and develop training talent in-house
  • Develop & implement a training calendar based on a robust training need analysis
  • Excellent client management skills
  • Drive Six Sigma quality culture in the organization
  • Identify issues and challenges, lead/facilitate improvement projects, measure and validate project results, and facilitate the successful implementation of all facets of process improvements or changes identified
  • Execute a data-driven, statistical approach to problem-solving, including gathering, analyzing and reporting data
  • Define appropriate metrics to gage processes performance through a structured reporting governance model
  • Presenting project analysis and findings to senior leadership to obtain the approval, funding and other requirements to resolve the issue
CRITICAL SKILLS REQUIRED:
  • Customer Service Skills
  • Knowledge of the Products supported
  • Knowledge of Customer Procedures / Policies
  • Excellent spoken and written communication skills
  • Knowledge of Customer’s Culture
  • Strong organizational skills
  • Presentation skills
  •  Responsible for the Quarterly QMS release, release communication and conducting the refresher session if required
  • Provide feedback for continuous improvement of QMS
  • Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
  • Excellent analytical, problem-solving, decision-making and project management skills
  • Ability to handle stressful situations
  • Willingness to work in a 24×7 environment and rotational shifts
  • GDS knowledge in Travel / Sales experience for Health/BFSI
CANDIDATE SPECIFICATION 
  • Six Sigma Training preferred
  • 6+ years’ experience in customer support/bpo in Quality and training roles 
  • 2+ years’ experience in managing a team of 10-15 quality and training subordinates along with strong and assertiveness towards operations 
  • Graduate or graduate equivalent 
  • Relevant product/process knowledge
  • Coaching and developing people
  • Managing change
  • Emotional intelligence
  • Proven ability to lead and motivate a service-oriented team in a fast-paced environment
  • Excellent analytical, problem-solving, decision-making, and project management skills
Job Category: T & Q Manager
Job Type: Full Time
Job Location: Gurgaon Mumbai
Job Experience: 2-5 Years

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