T & Q Manager

Process/LOB   : Goibibo

Job                : T & Q Manager

Location        : Gurgaon / Mumbai

Reporting to  : Head T & Q

  • Create exceptional training and quality assessment programs for our Customer Experience team & identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers.
  • Draw an overall or individualized training and development plan that addresses need and expectations & deploy a wide variety of training methods.
  • Conduct effective induction and orientation sessions and monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
  • Manage training budget while Providing opportunities for ongoing development.
  • Resolve any specific problems and tailor training programs as necessary and Maintain a keen understanding of training trends, developments and best practices.
  • Should have experience in managing and developing team members to support training and quality analysis and to Ensure Training delivery for the vertical is managed end to end and all contractual obligations are adhered.
  • Single point of contact for all training interventions /communications with the Clients
  • Evaluate trainer effectiveness and take corrective actions.
  • Improve 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 stake holders 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 and 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 successful implementation of all facets of process improvements or changes identified
  • Execute a data-driven, statistical approach to problem solving, including gathering, analysing and reporting data
  • Define appropriate metrics to gage processes performance through structured reporting governance model
  • Presenting project analysis and findings to senior leadership to obtain the approval, funding and other requirements to resolve the issue
  • Customer Service and GDS Skills are must.
  • 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 24×7 environment and rotational shifts
  • Six Sigma Training preferred
  • 5+ 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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