Head/GM/AVP - Quality & Training - BPO Udaipur

The Head of Quality and Training is required to play a pivotal role in leading both the departments of the organization and providing direction to Mid & Junior level management personnel of the department. This role requires the person to play a lead strategic role, overseeing and implementing strategies that will help the Training & Quality teams to deliver as per internal & external stake holder expectations.

The person is required to have a sound and in-depth understanding of the business and should be able to make quick decisions, understands prioritization of work and ensures a high level of coaching is provided to the team.

Quality Function

- Develop and implement a unified strategy integrating quality with training, process migration, develop plans to meet the training and development needs of the organization through internal and external training.

- Develop organizational assessment methods and measurement systems to ensure quality benchmarks are met.

- Create a structured review mechanism for effective departmental reviews per the audit calendar and report progress.

- Establish and implement necessary communication strategy for improvement and awareness of quality issues across all departments.

- Provide leadership for the quality department, driving continuous improvement of the overall program resulting in improved funnel, quality and accuracy of customer interactions by identifying trends and trouble spots, capturing the voice of the customer and recommending appropriate actions based on data

- Manage the functions and work towards enhancement of the function and team members.

- Recruit, mentor and develop team members and nurture an environment where they can excel through encouragement and empowerment.

- Understanding process needs and requirements to develop & maintain effective quality control processes

- Plan, direct or coordinate new quality assurance programs and formulate quality control policies improving efficiency

- Drive Process improvement projects based on Six Sigma & Lean methodology

- Tackle problems in creative and logical ways and brainstorm solutions.

- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven

- Formulate compliance and non-compliance processes as per policies and requirements.

Training Function

- Be familiar with traditional (training, coaching, mentoring, etc.) and modern training methods (e-learning, Gamification, simulations etc.)

- Track record in designing training course curriculum, assessments & lesson plan. Strong writing & record-keeping ability for reports, dashboard and training content.

- Ensure that organizational level training is delivered to all new employees as per the training calendar.