Senior Manager-Training & Quality- Gurgaon
GuruGramFull Time
QUALITY
TRAINING FACILITATION
Job description
Job Title: Senior Manager-Training & Quality
Location: Gurgaon
Candidate Roles & Responsibilities
Candidate must have 11+ years of industry experience in Quality & Training domains in contact center customer service domain in banking process, especially in fin crime, fraud, and disputes.
Exposure to different improvement frameworks like six sigma, lean.
Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.
Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
Strong client-facing skills with excellent communication, negotiation and conflict management skills.
Strong Process Knowledge and Compliance to Multiple Audit procedures.
Thorough knowledge of MS office tools like Power point & excel are critical for the job
Experience in implementing innovative solutions and driving technologies, automation.
Analytical acumen and the ability to streamline complex processes
Ability to lead a team, coordinate with other locations and drive standardized practices.
Should meet and exceed client metrics: external & internal quality metrics should be consistently green.
Drive continuous improvement program across processes.
Ability to get out of the box ideas and Process Improvement Initiatives in the process
Lead Governance & performance reviews for areas driven by T&Q team
Mentor Green Belt/Yellow Belt projects
Skills Required
Senior Manager-Training & Quality- Gurgaon
ITES/BPO/KPO
Master of Business Administration MBA
Full Time, Permanent
Key Skills
- QUALITY
- TRAINING FACILITATION
Other Information
GO/JC/547/2025
Hemalatha
