Quality and Training Manager_ Banking_ Mumbai

6 - 11 years

4 - 12 Lacs

Posted:1 week ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

The Quality & Training leader is required to play a pivotal role in execution of processes laid down in training and Quality departments of the business unit and providing direction front line personnel of the department & partners. This role requires the person to play a lead executor role, overseeing and implementing strategies that will help the Training & Quality teams to deliver as per stake holder expectations.

  • Governance Reviews with the quality analysts
  • Engaging with training leads on the refresher training & TNIs for bottom quartile
  • Optimizing quality analyst work schedule
  • Analysis effectiveness of call quality parameters respective to process & recommend changes
  • Execute analysis and information to business leaders with segregation on controllable and cross functional opportunities impacting business performance
  • Actively participating on the hiring of new resource, hiring right skillset for the process
  • Transitioning on new process from training standpoint, which includes preparation of training material specific to the process, content management, training calendars, creating induction program
  • Conduct governance activities for in house and partner Quality and Training Teams (RTR's, Trainers & Quality Analysts Certifications etc)
  • Conduct Weekly Governance reviews to check on adherence of quality and training processes by in-house and partner teams
  • Identify trends, analyze root cause issues and support recommendation of appropriate corrective actions both short and long term.
  • Designing Product & Process Knowledge Tests which will be specific to respective process
  • Designing OJT program for the new hires along with the define targets

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