Quality Assistant Manager - BPO

Job Description (JD) -

Functional Process Training:

• Manage team of Quality Analyst (QA) & drive their productivity also maintain work hygiene at the location within team
• Conduct process audits basis SOPs designed & close deviation on quarterly basis
• Plan, design & execute training batches for the BPS center under purview & take care of all process training to staff
• Deliver KT (Knowledge Transfer) related to processs starting from training to new joiners & perform process certification.
• Collaboration with Center owners & stakeholders of pan India locations to identify knowledge gaps & Training requirements on monthly basis & plan monthly training requirements
• Conducts training needs assessments basis operation & quality & client overviews & observations to understand characteristics and skill level of Associates
• Take ownership on enhancing knowledge and develops OJT batches (vintage 0-3 months in the system)
• Design & execute process & product SOP & certify all related staff on defined documents
• Facilitate & conduct product & system refreshers as and when required
• Drive six sigma projects along with process champions
• Builds and maintains best practices for the skill development of associates

Projects, Business & Training Excellence

• Identify product & system gaps & highlight to right set of people (Client, operation IT etc..) & lead the same to improve further
• Preparing KSA (Knowledge Skill Analysis) framework for Quality Training at WIMS branches.

Management Reviews, Data & MIS controls

• Prepare Training Dashboard on weekly/fortnightly/Monthly basis & attend business reviews with stakeholders.
• Assist process & project leader to create review decks. Also, conduct project reviews with

project leaders along with project champion

• Custodian of different SOP, change & briefing documents related new or existing process & other training document, reports MIS, Briefing and Issue trackers.
• Preparing periodical MIS & training Reports based on knowledge gaps, skill assessments & other client/stakeholder engagement.

Qualifications – (Essential)

• Should be minimum graduate (Full Time) from Premier Institutes with Good academic scores

Qualifications – (Additional, Preferred)

• Post Graduates & six sigma certification
• Quality & Training Exposures to BPO/data processing industry
• Exposure to NBFC Products (Banking, Insurance, Retail, Auto or Any other Loan products etc...)

• Professional experience, skills, knowledge, and special expertise required:
• 3+ years of experience in the Training function of service/BPO/NBFC industry.
• Quick learner & ready to explore multiple flavors of NBFC business, should have an excellent understanding of the processes
• Strong communication skills, Professionals from service industry, Analytical skills.
• Open for travel at WIMS facilities