Location : Bangalore
Experience : Minimum 10 years in a BPO and associated with the Training Department for approximately 6-8 years. 2 years of exposure with a e-Commerce business
Shift: Flexible with 24/7 work environment.
Special training: Six Sigma Green Belt Trained / Certified
Skills and abilities:
Analytical Skills / Quantitative skills
Excellent Communication skills
Data Handling / data interpretation
Needs to have good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.
Should have understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Training & Transaction Quality functions effectively
Highl level of maturity to handle people including but not limited to client, stake holders, peers etc.
Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
Detail oriented, Strong organizational skills, Presentation skills
Flexible to work in 24X7 environment (night shifts and weekends basis scope)
Drive continuous improvement for TQ and Delivery
Certified / Trained in Green Belt
Good understanding of e-Commerce Industry
Manage Call Quality & Client related KPI's
Evaluate effectiveness of TQ interventions
Strengthen Quality management processes / framework to improve quality delivery
Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation
Ability to get out of the box ideas and Process improvement initiatives in the process.
Should drive Process control & Compliance in addition to managing Audit requirements
Should ensure knowledge consistency means like calibration, quizzes, D-Sat scrubbing etc
Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Ensure uniform quality of training being delivered by all training teams in line with client requirement
Interact and streamline channels of communications with other Functions and Clients
Provide quality floor support, feedback, refresher and corrective training
Groom and develop training talent in-house
Support cross process / location teams
Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted
Maturity in handling customers and work in multi culture process environment