Senior Training & Quality Manager- BPO, International

Lead TQ support for a new strategic offering, training as a Service for our clients
Drive continuous improvement program across processes
Analysis of utilization, efficiency and available data for the process
Undertake detailed process improvement studies and up skills the team members
Mentor Green Belt/Yellow Belt projects
Drive culture of continuous improvement
Provide Training and quality support, development of metrics and dashboards in line with customer requirements
Ability to lead a team, coordinate with other locations and drive standardized practices
Should meet and exceed client metrics: External & internal quality metric should be consistently green
Strengthen quality management processes/framework to improve quality delivery
Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize
processes to seamlessly meet client's expectation
Ability to get out of the box ideas and Process Improvement Initiatives in the process
Should drive Process Control & Compliance in addition to managing Audit requirements
Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.
Should have persuasive, collaborative and influencing skills
Strong interpersonal skills to manage client expectations/engagements effectively
Excellent Transactional Quality Domain Knowledge
Sig Sigma Black Belt certification is preferred knowing the Global scale and impact of the role
Strong Process Knowledge and Compliance to Multiple Audit Postures
Design overall framework of learning development for associates across Global locations
Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
Define a framework for measurement and analysis of learning impact on change in associate behaviour and performance
Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs
Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications
Adoption of Global processes and practices , to standardization
Innovate new ways of learning and help drive adoption of Tech infused learning solutions
Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.
Work with Global teams to integrate Enterprise learning resources
Lead Governance & performance reviews for areas driven by T&Q tea