Sr. Manager, Training & Quality

The Role: We are looking for a seasoned professional who would oversee training and quality as a function for multiple clients. The identified resource is expected to lead standardization, adoption of best practices from the industry and implement the new concepts of training & quality, which help meet our overall business objectives. Essential Job Elements: • Lead TQ support for a new strategic offering, training and quality as a Service for our clients. • Provide Training and quality support, development of metrics and dashboards in line with customer requirements. • Ability to lead a team, coordinate with other locations and drive standardized practices. • Should meet and exceed client metrics: external & internal quality metrics should be consistently green. • Strengthen quality & training management processes/framework to improve delivery & performance. • Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation. • Drive continuous improvement program across processes. • Analysis of utilization, efficiency and available data for the process. • Undertake detailed process improvement studies and up skills the team members • Ability to get out of the box ideas and Process Improvement Initiatives in the process • Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options. • Should drive Process Control & Compliance in addition to managing Audit requirements. • Innovate new ways of learning and help drive adoption of Tech infused learning solutions. • Lead Governance & performance reviews for areas driven by T&Q team. • Mentor Green Belt/Yellow Belt projects Profile and Experience: • 12 years of industry experience in Quality & Training domains in contact center customer service domain. • Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role. • Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. • Strong client-facing skills with excellent communication, negotiation and conflict management skills. • Strong Process Knowledge and Compliance to Multiple Audit procedures. • Thorough knowledge of MS office tools like Power point & excel are critical for the job • Experience in implementing innovative solutions and driving technologies, automation. • Analytical acumen and the ability to streamline complex processes.

Location: kolkata, IN

Posted Date: 4/30/2025