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Exeter Premedia Services

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2.5

based on 23 Reviews

15 Exeter Premedia Services Jobs

Manager - Quality and Training

Exeter Premedia Services

2.5

based on 23 Reviews

4-5 years

Chennai

1 vacancy

Manager - Quality and Training

Exeter Premedia Services

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Operations Analytical Chemistry Product Design Publishing Six Sigma

+ 3 more

Job Description

Training: - Train freshers, new employees, and existing team members on processes and products, transforming them into proficient users capable of producing quality outputs. - Guide candidates in mastering internal growth opportunities and learning new functionalities as required. - Deliver tailored training for new customer onboarding, focusing on specific customer requirements. - Design role-specific training for different personas within the team: \uF06F Pre-editors: Style points, both generic and customer specific, and product features relevant to their tasks. \uF06F Copyeditors: Identifying style and grammar issues; product features relevant to copyediting. \uF06F Team Leads: Reporting, task allocation, and team management. - Collaborate with Subject Matter Experts (SMEs) to enhance training programs and ensure service-specific expertise. - Source training content from the Product and Testing teams, with input from SMEs to ensure relevance. - Willingness to learn and become proficient in the Kriyadocs platform along with a foundational understanding of its underlying framework.

2. Quality Assurance: - Conduct periodic quality audits across service offerings to maintain consistent performance and identify areas for improvement. - Analyze customer escalations to identify root causesproduct, process, or people issuesand drive these to resolution. - The Manager will work with operations leads and process owners to address gaps and implement solutions that enhance efficiency and quality. Proactively suggest product or process improvements to prevent recurring quality issues and enhance productivity.

3. Team and Customer Advocacy: - Act as a leader who supports the teamgrowth, development, and performance while aligning with organizational goals. - Represent team concerns and feedback constructively to leadership and other departments. - Balance team advocacy with a strong focus on customer satisfaction, taking decisive actions based on customer feedback to improve outcomes.

4. Continuous Improvement: - Establish and monitor training effectiveness using measurable outcomes. - Develop preventative strategies by addressing upstream issues in processes or product design.

5. Collaboration and Escalation Management: - Work closely with the Product and Testing teams to stay updated on new features and ensure team members are equipped with relevant knowledge. - Coordinate with HR to align training schedules and support broader training initiatives. - Communicate product-related issues clearly and constructively to the Product teams, ensuring actionable outcomes.

6. Data-Driven Reporting: - Maintain and report metrics on training effectiveness, quality audits, and productivity improvements. - Use analytics to identify training gaps, optimize materials, and ensure measurable results.

7. Stakeholder Interaction: - Act as the primary point of contact for training-related queries, facilitating seamless communication between SMEs, Product, and Customer Success teams. - Respond to team questions about processes, product functionality, or quality requirements promptly and accurately. Ideal Candidate Profile 1. Experience and Skills: - Strong expertise in at least two aspects of publishing (e.g., copyediting, style editing, typesetting, XML). A background in copyediting is preferred, with the willingness and ability to learn other domains. - A quality-first mindset with the ability to identify errors, anticipate feedback, and implement preventive strategies. - Data-oriented mindset with strong analytical and reporting skills.

- The ideal candidate will have worked in the scholarly publishing industry in a training capacity for at least 3-5 years.

2. Soft Skills: - Empathetic Leadership: Demonstrates a supportive approach to guiding and empowering team members while ensuring alignment with organizational goals.

- Advocacy and Accountability: Balances representing team concerns with a focus on customer satisfaction and operational success.

- Collaboration and Communication: Excels at working with diverse stakeholders, maintaining open communication, and fostering a culture of teamwork.

- Adaptability and Initiative: Quickly learns new tools and processes, taking proactive steps to improve training and resolve challenges. Qualifications

- Post graduate degree in any discipline with 3-5 years of experience in the publishing industry in a training capacity.

- Any relevant certification(s) related to training and quality like Six Sigma will be highly preferable. Key Attributes The ideal candidate is a proactive leader with a passion for quality and training. They must balance representing team needs with addressing customer feedback and driving improvements. They foster a supportive, growth-oriented environment while ensuring all stakeholders remain aligned, and training and quality standards are consistently met.

Requirements

Key Attributes The ideal candidate is a proactive leader with a passion for quality and training. They must balance representing team needs with addressing customer feedback and driving improvements. They foster a supportive, growth-oriented environment while ensuring all stakeholders remain aligned, and training and quality standards are consistently met.