Role: Training and Quality Manager
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
UG: Any Graduate
- Identification of training needs in Sales process, content development and expertise in NHT deliverance & trainer management
- Execution and training delivery
- Evaluate the impact of training efficacy of training interventions and methodologies used on an ongoing basis
- Bring in the contemporary methodology mix in learning and create a culture around leadership development
- Project Management /Co-ordination
- Ability to work independently
- Ability to multi-task with well-developed organizational skills
- Ensuring and defining reporting timelines & targets.
- Prepare monthly review decks & conduct weekly review with trainers to ensure all the KRAs are in place
- Assisting process owners in managing their processes by doing metric management,
helping them identify areas of opportunity and working towards improving the same, using improvement methodologies - Monitor and develop the team Standards; Identifying training needs, liaising with training course related inputs, evaluating training's undergone, and providing feedback.
- Ability to multi-task with well-developed organizational skills. defining quality procedures in conjunction with operations
- Setting up and maintaining controls and documentation procedures
- monitoring performance by gathering relevant data and producing statistical reports