Senior Manager-Training & Quality Golden Opportunities

11.0 - 15.0 years

0 Lacs

chennai, tamil nadu

On-site

As a Senior Manager-Training & Quality in Gurgaon, you must have 11+ years of industry experience in Quality & Training domains within the contact center customer service sector, particularly in banking processes such as fin crime, fraud, and disputes. It is essential to have exposure to various improvement frameworks like six sigma and lean, with a preference for Six Sigma Black Belt certification due to the global scale and impact of the role. Your successful track record should demonstrate improvements in performance against quality, efficiency, and effectiveness metrics, consistently meeting or exceeding contractual service level requirements. Strong client-facing skills, exceptional communication, negotiation, and conflict management abilities are vital for this role. Additionally, a sound understanding of process knowledge and compliance with multiple audit procedures is required. Proficiency in MS Office tools like PowerPoint and Excel is critical. Experience in implementing innovative solutions, driving technologies, and automation, as well as analytical acumen to streamline complex processes, are key aspects of the role. You should possess the capability to lead a team effectively, coordinate with different locations, and promote standardized practices. Meeting and exceeding client metrics, ensuring external and internal quality metrics are consistently green, driving continuous improvement programs, generating out-of-the-box ideas, and leading Process Improvement Initiatives are crucial responsibilities. Conducting governance and performance reviews for areas managed by the Training & Quality team, as well as mentoring Green Belt/Yellow Belt projects, are significant aspects of this role. The position requires a Master of Business Administration (MBA) degree. You should be skilled in quality management and training facilitation. The role is full-time and permanent, falling under the ITES/BPO/KPO industry category. The job code for this position is GO/JC/547/2025, and the recruiter's name is Hemalatha.,

Posted 5 days ago

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