Sr. Manager, Training & Quality

Job Title:

Sr. Manager, Training & Quality

Job Description

Role: Sr. Training & Quality Manager (Certified Six Sigma Green Belt)
Position: Sr. Manager (career level 7), Training & Quality

The Sr. Training & Quality Manager will manage day to day activities defined for business benefits including but not limited to implementation of Quality strategy, Quality improvement opportunity identification, leading / mentoring the improvement projects, benefits realization, communications with account leadership, DPE’s and implementation manager(s).

A Sr. Training & Quality Manager is responsible for:

• Driving improvement initiatives that positively impact Client satisfaction & business profitability (realized, approved $ benefits).
• Identifying areas of improvement and leading / facilitating improvement projects which can result in significant improvement in Client profitability
• Solving business problems through innovative & sustainable solutions
• Identifying process gaps & automation opportunities
• Project managing improvement efforts across multiple locations and maintain consistency in effort & implementation
• Interfacing with Client leadership/clients and identifying opportunities for value add
• Driving effective Change Management for a stable & consistent delivery – Zero surprise operations
• Driving performance baselining for different efficiency / effectiveness measures
• Driving and deploying techniques for process standardization like process competency framework deployment
• Deep dive data analytics using tools like Minitab and Tableau
• Conducting Lean Six Sigma training (YB) sessions

Qualifications:

• Graduate
• Trained & Certified Lean Six Sigma Green Belt, with project management experience

Experience:

• 7+ years of experience in contact center / outsourcing space
• 3+ years of experience with CRM voice and non-voice (Email or Chat) business
• Should have managed at least 3 high impact improvement project – CSAT/ Resolution/ Cost/EPH/CPH/ AHT/Productivity/Quality etc.
• Preferred - Experience within CRM (Customer care or tech support) domain.

Skills:

Project management Leading LSS projects Mentoring LSS projects Effective written & verbal communication including strong presentation skills. Problem solving and root cause analysis skills Six sigma / lean knowledge or certification preferred Change management Working knowledge of Statistical analysis tool – Minitab Proficient in using MS Excel & Power Point Ability to identify improvement opportunities End to end Process mapping including VSM

Training Specific Job Responsibilities:

• Point of contact for training activities for both internal site TM’s and client
• Build and Sustain adherence to the Client Training Guidelines
• Ensure Instructor accreditation through the Client Instructor Accreditation Program
• Build a pool of Accredited Instructors to ensure flexibility in capacity of training volume
• Ensure Training room adheres to the Client Training Guidelines
• Maintain training equipment readiness.
• Provide feedback to trainer/s regarding delivery skills outlined in the Instructor Observation Form.
• Ensure instructor/s create a training environment that is engaging, positive and free of intimidation.
• Screen and Interview of potential instructor candidates.
• Monitor and meet defined performance goal while training/nesting is on going.
• Responsible for providing awareness regarding process updates.
• Point of contact for continuous education for the program both for Advisor and Support Staff.

Qualifications:

• Training Needs Analysis and Training Evaluation 
  - Curriculum and Training Design 
  - Teaching Principles for Individual and Groups 
• Knows the basics of 
  o Coaching Techniques 
  o Mentoring Techniques 
  o and Performance Monitoring Techniques 
  - Knowledgeable of the Adult Learning Theory and Instructional Methodologies 
  - Instructional Design 
  - Multi-media Based Training 
• Exposure to COPC and Customer Service Industry
• Must have at least 6 months experience doing a similar role
• Good working knowledge process improvement processes and tools

Required Skills (To Be Trained):

• Ability to develop business partnerships with the Client Training Organization
• Must be accredited to deliver Client training per Client’s Instructor Accreditation Program (IQC)
• Proficiency in development and implementation standards for the mentoring process
• Ability to perform transaction monitoring evaluations
• Proficiency in Client-based applications, operation systems and hardware

Preferred Skills:

• Strong management skills
• Ability to Identify Needs & Develop Site Training Managers
• Demonstrated ability to take initiative, multiple tasks, and prioritize     

Location:

IND Bangalore - MTP Karle 5th, 6th, 7th Floors

Language Requirements:

Time Type:

Full time