Employer - Leading BPO
Profile - Quality and Training Manager
Designation - Manager II / Sr. Manager
Job Location - Gurugram
Experience - 8 - 15 Years
Roles & Responsibilities:
- Should be skilled in working with inbound, outbound & blended (voice & email) environment
- Should have excellent knowledge of MS-Office with sound knowledge of 7 Quality tool for compiling,
interpreting and communicating all quality related statistical information internally as well as to the
client
- Administer performance management by diagnosing improvement opportunities, providing effective
feedback, coaching,training , professional development and corrective action plans
- Managing Customer Service Training
- Monitor Review Trainer s Performance on monthly basis.
- Ensuring timely delivery of training batches on floor.
- Formulating Training procedures, policies and processes.
- Planning and coordinating necessary training on various tools, compliance, policies and procedures to
the team members.
- Maintain daily training dashboards calendar every month planning of training rooms accordingly.
- Working closely with the Ops and quality team to use data from floor in training sessions for
enhancement of productivity.
- Mapping Trainers KPI s to ensure good Training output
- Capturing, Measuring and Analysing CSAT and Related Scores to enhance customer experience.
If interested, share your CVs with below details:
1. Current CTC
2. Expected CTC
3. Notice Period
4. Ok for Gurugram
Thanks and Regards,
Ashok |
