Quality Assistant Manager - BPO

Job Description

Job Description (JD) - Functional Process Training: Manage team of Quality Analyst (QA) & drive their productivity also maintain work hygiene at the location within team Conduct process audits basis SOPs designed & close deviation on quarterly basis Plan, design & execute training batches for the BPS center under purview & take care of all process training to staff Deliver KT (Knowledge Transfer) related to processs starting from training to new joiners & perform process certification. Collaboration with Center owners & stakeholders of pan India locations to identify knowledge gaps & Training requirements on monthly basis & plan monthly training requirements Conducts training needs assessments basis operation & quality & client overviews & observations to understand characteristics and skill level of Associates Take ownership on enhancing knowledge and develops OJT batches (vintage 0-3 months in the system) Design & execute process & product SOP & certify all related staff on defined documents Facilitate & conduct product & system refreshers as and when required Drive six sigma projects along with process champions Builds and maintains best practices for the skill development of associates Projects, Business & Training Excellence Identify product & system gaps & highlight to right set of people (Client, operation IT etc..) & lead the same to improve further Preparing KSA (Knowledge Skill Analysis) framework for Quality Training at WIMS branches. Management Reviews, Data & MIS controls Prepare Training Dashboard on weekly/fortnightly/Monthly basis & attend business reviews with stakeholders. Assist process & project leader to create review decks. Also, conduct project reviews with project leaders along with project champion Custodian of different SOP, change & briefing documents related new or existing process & other training document, reports MIS, Briefing and Issue trackers. Preparing periodical MIS & training Reports based on knowledge gaps, skill assessments & other client/stakeholder engagement. Qualifications – (Essential) Should be minimum graduate (Full Time) from Premier Institutes with Good academic scores Qualifications – (Additional, Preferred) Post Graduates & six sigma certification Quality & Training Exposures to BPO/data processing industry Exposure to NBFC Products (Banking, Insurance, Retail, Auto or Any other Loan products etc...) Professional experience, skills, knowledge, and special expertise required: 3+ years of experience in the Training function of service/BPO/NBFC industry. Quick learner & ready to explore multiple flavors of NBFC business, should have an excellent understanding of the processes Strong communication skills, Professionals from service industry, Analytical skills. Open for travel at WIMS facilities