Job description

AGM ? Quality and Training Location ? Mumbai Job Responsibilities : Candidate with 12 to 14 years of experience into quality and training. Should have experience in leading a team of QAs and Trainers in BPO & Contact Centre Industry. Should have worked in the capacity of a Delivery Head for minimum of two years preferably Experience in driving, strategizing quality metrics that report the health of a project (commercial and delivery) is a must. Sound exposure to Project Management Methodologies, Estimation, and Pre-sales support. Good understanding of business with P&L responsibility. Manage and lead a team of Quality Analysts and Trainers Review and revise training material, Quality checks & Standards and implement changes wherever needed. Report on effectiveness of training and coaching interventions (pre & post) Ensure all training is followed by an assessment of understanding Responsible for review of all Qualitative Metrics (Quality Scores, Compliance scores & Repeat errors) Weekly/Monthly/Quarterly reviews with management, Call Auditing, Call monitoring, Call calibration Increase Employee Motivation & Job Satisfaction Keep up-to-date with developments in the Call Centre Industry so that the leading edge approach is maintained Comply with all Policies & Procedures to facilitate internal cooperation by Leading by Example Provide strategic direction to the team to provide assured and best in class delivery Flexible to work in global working hours.

Skills Required

Key Skills

• QUALITY
• TRAINING
• CONTACT CENTER
• VOICE PROCESS

Other Information