AVP Training & Quality ll Noida/ Mumbai

Key Responsibilities

At least 10-15 years of relevant experience in the industry managing OB/IB/CHAT/EMAIL processes

- Experience to lead a team of 40-50 QAs & Trainers

- Should have good communication skills and would be interacting with internal stakeholders and to some extent with the end clients

- Should have analytical ability and ability to understand the business impact of nos

- In depth understanding of quality & training metrics and impact to business metric

- Should be able to manage multiple teams / clients and multiple locations

- Worked with the Vertical leads in providing inputs on development areas for projects initiated

- Proficient Knowledge of Microsoft Excel, MIS to meet reporting requirement of Operations/ Vendors & client SLA's

- Promote standardization by creating training & quality SOPs across the organization

- Knowledge of Quality & Training activities/tools to identify hidden Insights & Trends to enhance performance

- Should have past experience & knowledgeable on the businesses/processes from various domains like BFSI, Ecom, Insurance, Utilities, Travel, Telecom, Ed-tech and more

- Sound Interpersonal Skills with ability to Present Reports/ Analysis/ Insights/ Solutions/ Dashboards & Improvement plans

- Six Sigma Green Belt / Black Belt Certificate with a proven experience of projects

- Experience to drive automation and digital transformation

- Experience & Skills to lead continuous improvement plan by implementing and defining activities like Audit The Auditor, Calibration, Compliance discussion, QA metric formulation & TTT, ACPT, Project initiative thereby increasing profitability or cost reduction

- Knowledge of various digital tools & Instructional designing preferred

- In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements

- Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration

- Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

- Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function

- Maintain vertical hygiene by ensuring reports, data and documents are in place

- Promote behavioral training programs and promote the programs in order to ensure maximum participation

- Should have done Market Research & analysis on Quality & Training models/approaches and know what is happening in the industry