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Job Description - Lead TQ support for a new strategic offering, training and quality as a Service for our clients. 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 metrics should be consistently green. Strengthen quality & training management processes/framework to improve delivery & performance. Accurately capture SLA Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation. 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 Ability to get out of the box ideas and Process Improvement Initiatives in the process Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options. Should drive Process Control & Compliance in addition to managing Audit requirements. Innovate new ways of learning and help drive adoption of Tech infused learning solutions. Lead Governance & performance reviews for areas driven by T&Q team. Lead the organization effort in quality certifications. Requirement - 7-10 years of industry experience in Quality & Training domains in customer service Domain. Aviation Sector Experience Preferred. Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role. Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. Strong client-facing skills with excellent communication, negotiation and conflict management skills. Skills: training development,performance reviews,metrics development,audit management,continuous improvement,data analysis,communication,lean,team leadership,compliance management,performance management,learning interventions,audit,six sigma belt,bpo,business process outsourcing (bpo),metrics and dashboard development,quality,training and development,quality certifications,process improvement,client management,dashboards,training,process control,governance,negotiation,compliance,sla metrics management,conflict management,six sigma,quality assurance,quality management Show more Show less
