Manager / Sr. Manager - Quality & Training

for Leading BPO
Job Location : Gurgaon
Salary : Best in Industry
Industry: KPO/Research Analytics
Job Type : Permanent
Experience: 8,16 Posted on: 01 Apr
Job Description

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
- 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,


Desired Candidate Profile
Education: Any Graduate - Any Specialization,Any Post Graduate
Experience: 8,16
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