Job Description

Job Title:

Job Description

Role & Responsibilities:

· Responsible for managing team of QAs, Trainer, Quality Team Leader & Training Team Leader

· Data analysis and making designated reports/decks

· Client & stakeholder management

· Participating in internal & external calibrations

· Communication to heighten awareness and focusing on importance of positive customer experience

· Making recommendations and driving improvement

· Ensuring that internal policies, procedures, and compliance regulations are being followed

· Reduce learning curve and help enhance product/process knowledge of new joiners.

· Ensuring that internal policies, procedures, and compliance regulations are being followed

General and Specific skills:

· Ensure quality based intervention

· Ensure that Process quality and training is delivered effectively in the stipulated timelines

· Evaluate process quality and take corrective actions which should be tangible

· Evaluate effectiveness of T & D interventions

· Improve calibration of QA, SME and Trainers within team

· Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

· Design and develop Quality framework

· 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

Location:

Language Requirements:

Time Type:

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