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    Quality & Training Manager/Technical Process//International BPO - Hyderabad, India - Hiresquad Resources

    Hiresquad Resources
    Hiresquad Resources Hyderabad, India

    1 month ago

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    Upper Management / Consulting
    Description
    Leading BPO in Hyderabad
    Hiring for Quality & Training Manager
    Technical Voice process
    Must be a Manager or tenured Deputy Manager On papers in Quality & Training in International BPO
    Technical Experience(Mandatory)
    Over All Experience 8+ Years

    Role & responsibilities

    Act as a primary POC among the QA, Training teams, OPS & clients.
    Recommended responsibilities include but are not limited to the following:
    Lead, manage, motivate, and mentor a team of Quality Analysts
    Drive consistency to ensure the strong quality performance and alignment across all programs
    Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program
    Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
    Implement and drive the QA process and structure
    Identify possible issues and trends and give actionable insights while communicating to relevant stakeholders
    Implement initiatives and projects to counteract any possible trends, drive business KPIs
    Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
    Analyse quality and performance trends to provide recommendations for program improvement
    Responsible for the delivery of vendor quality metrics at MBRs and QBRs
    Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring;
    Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies
    Maintain accurate metrics of direct reports individual performance as well as overall team level performance
    Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
    Develop strong working relationships with key Business stakeholders, internal and external
    Oversee audits of key support processes within each account and recommends changes

    Preferred candidate profile

    People Management skills
    Ability to drive initiatives to closure
    Ability to deal with all levels of employees
    Ability to provide leadership, direction and motivation to build high performing teams
    Analytical and Quantitative skills
    Excellent Communication skills
    Data Handling / data interpretation skills
    Good working knowledge of Transaction Quality systems, tools and technologies.
    Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively
    High 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
    Detail oriented with Strong organizational and Presentation skills
    Flexible to work in 24X7 environment (night shifts and weekends basis scope)

    Education :
    Graduate in any discipline desirable
    Should have 8+ years of Overall experience.

    Interested candidates can mail their cv at or call at

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