Manager Training & Quality

8 - 12 Years

Job Description

People management (Internal and External)
Manage the team and allocate responsibilities
Identifying process gaps
Adherence to quality and ensure quality parameters are adhered
Continuous improvement in quality metrics as set by the client/ process
Ensure the transaction monitoring piece (audit/Feedback/Coverage)
Conduct Train the Trainer (TTT) and coaching programs for trainers to upgrade the team performance.
Trainer Certifications, Audits, Feedbacks and Trainer Life cycle Development.
Imparted trainings on Leadership, self-development, etiquettes and induction programs for new joiners
Call listening and Call Calibration with the team periodically
Ensure effective delivery of Training and facilitate communication between learners and trainers by doing training batch audits.
Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for new hire training batches and refreshers.
Work closely with other functions to ensure consistent focus on training requirements & initiatives
Process Improvement and to achieve Quality targets - Focus Audits, Mystery Audits, Dipstick Compliance, Extra Audits, Call Calibration with internal and external team.
Monitor feedback efficacy on weekly and monthly basis and Analyzed the reason of errors and concentrations of errors for improvement
Use the Quality Tools to run the Quality and C-SAT Projects

Standards for Measuring Success

Meet service level (SLA)
Other key management attributes & Key Performance Indicators(KPIs) as specified by Supervisor

Salary: INR 8,00,000 - 10,00,000 PA.

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Quality

Role:Quality Assurance/Quality Control Manager


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Aegis Customer Support Services Private Limited.

We are a leading global business services provider of customer experience management. We offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. For 30 years, we have been the go-to experience creators for global giants across outsourcing and technology. Present in 44 locations across 9 countries and with over 40,000 employees, we manage almost half a billion customer interactions every year for over 150 clients across diverse sectors. We believe that makes us your ideal transformation partner.
The core of everything we do stems from our mantra - Experience. We make it easy.
Our Vision: Continuous innovation with expertise to deliver superior execution for our clients while creating wealth for all stakeholders

It's a vision further articulated through VIEW - our trademark thought, plan and action guide from the get go. It forms the foundation for our success in efficiency and customer focus.
View Contact Details+

Recruiter Name:Mr Waheed Razaq

Contact Company:Aegis Customer Support Services Private Limited.