Senior Manager - Training & Quality

Golden Opportunities

12 - 18 years

25 Lacs

Gurugram

Posted:2 weeks ago| Platform:

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Skills Required

Quality Management Training Management Continuous Improvement Training And Development Training Facilitation Lean Six Sigma Quality Assurance Quality Control

Work Mode

Work from Office

Job Type

Full Time

Job Description

Candidate Roles & Responsibilities:

Candidate must have 11+ years of industry experience in Quality & Training domains in contact center customer service domain in banking process especially in fin crime fraud and disputes. 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.
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.
Drive continuous improvement program across processes.Ability to get out of the box ideas and Process Improvement Initiatives in the process.
Lead Governance & performance reviews for areas driven by T&Q team.
Mentor Green Belt/Yellow Belt projects.

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