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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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    Description
    Leading BPO in HyderabadHiring for Quality & Training ManagerTechnical Voice processMust be a Manager or tenured Deputy Manager On papers in Quality & Training in International BPOTechnical 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 AnalystsDrive consistency to ensure the strong quality performance and alignment across all programsDeliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across programWork alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA LeadsImplement and drive the QA process and structureIdentify possible issues and trends and give actionable insights while communicating to relevant stakeholdersImplement initiatives and projects to counteract any possible trends, drive business KPIsAggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiencyAnalyse quality and performance trends to provide recommendations for program improvementResponsible for the delivery of vendor quality metrics at MBRs and QBRsSupervise 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 policiesMaintain accurate metrics of direct reports individual performance as well as overall team level performanceEvaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plansDevelop strong working relationships with key Business stakeholders, internal and externalOversee audits of key support processes within each account and recommends changes

    Preferred candidate profile


    People Management skillsAbility to drive initiatives to closureAbility to deal with all levels of employeesAbility to provide leadership, direction and motivation to build high performing teamsAnalytical and Quantitative skillsExcellent Communication skillsData Handling / data interpretation skillsGood 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 effectivelyHigh 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 pressureDetail oriented with Strong organizational and Presentation skillsFlexible to work in 24X7 environment (night shifts and weekends basis scope)Education :

    Graduate in any discipline desirableShould have 8+ years of Overall experience.

    Interested candidates can mail their cv at or call at

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