Training & Quality Team Lead//International Voice

Job Description

Hiring for Supervisor Training & Quality International Voice Process Leading BPO in Bangalore Require minimum 1 year experience as Team leader Training in BPO Must have handled team of process Trainers Must have Experience in Quality Domain CTC UPTO 8.5LPA Shifts 24*7 Role and Key Responsibilities: • Critical Thinking: Apply analytical skills to evaluate complex problems, identify root causes, and develop effective solutions • Testing New Automation/Features: Execute and plan for new automation tools and features. Ensure thorough testing to validate functionality, performance, and reliability • Recommendation Generation: Analyze test results and user feedback to generate actionable recommendations for product enhancement. Collaborate with cross-functional teams to implement improvement • Overall implementation, planning and improvement of the Transactional Quality framework • Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Training and Transactional Quality • Drive Idea generation/recommendation process and share ideas with the client • Create new processes/initiatives based on the client requirements and drive in collaboration with different functions • Introduce metrics to monitor quality and report to the management on improvements necessary to meet customer and industry standards • Responsible for leading, motivating and supervising the team of Quality Analysts assigned • As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results • To identify root causes of variances in metrics (if any) • Reduce TQ-BQ variance on different input/output metrics • Propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process • Collect Data, perform analysis and RCA on metrics and publish reports accordingly • Understand client needs on the Quality and process changes and ensure that the team is aware of them • Focus on identification and highlight any/all compliance defects and recommend training or other action plan • Ensure consistency through calibration of Quality scores with the client scores through effective interactions with the client Quality team • Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources Desired Skills • Excellent communication skills - verbal and written • Proficient with Feedback skills • Proficient with soft skills training - customer / phone/Chat/Email skills • Must have the ability to work under pressure &; in an unstructured environment • Should be solution-oriented • The applicant should be Proficient with MS office (PowerPoint, Excel, Word) & Google Suite • Good People Management Skills • Willingness to work in a 24*7 (Day and Night Shifts - Rotational) with no fixed week offs and 5 days working environment • Willing to work in a voice and non-voice process • Must have analytical abilities to analyze data, trends from effectiveness surveys • Ability to observe, analyze and give constructive feedback • Analytical, logical, reasoning &numerical ability • Good knowledge of the Quality Domain • Extremely good verbal & written communication skills in English • Process orientation & structured thinking • Six Sigma essentials • Strong Customer Service orientation • YB/GB certified preferred Qualification: Graduation Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123