Manager- Training & Quality

The Manager-Training & Quality role in Noida (Sector 60) requires someone to work in a rotational shift without cab facility. This is a work from office position, with a schedule of 6 days per week. Responsibilities: Training: - Design and deliver training sessions for both new and existing customer service agents. - Identify training gaps and develop effective training solutions. - Monitor training outcomes, identify areas for improvement, and implement necessary changes. - Ensure training materials are up-to-date. Quality: - Utilize Lean Six Sigma (Green Belt) methodology to identify and address process issues. - Monitor and uphold customer service quality standards. - Analyze data to enhance performance. - Conduct quality audits and lead process improvement initiatives. Team: - Manage and provide support to the training team. - Collaborate with other departments to enhance overall customer service. - Offer feedback and coaching to team members. Reporting: - Track and report training and quality metrics regularly. Qualifications: - Bachelor's degree. - Lean Six Sigma Green Belt Certification is mandatory. - Minimum 5 years of experience in training and quality within a BPO customer service environment (domestic). - Thorough knowledge of customer service best practices. - Strong communication and training abilities. - Proficiency in data analysis and problem-solving. - Proficient in MS Office tools.,