Sr. Manager Training and Quality

Job Description

Roles and Responsibility: Lead and manage Training and Quality team across Gurugram and New Delhi sites Design and track L&D personnel KPIs and KRAs Build team efficiency Align training calendar catering to operations requirement Create end to end training plan for resources with set performance tracking measures Responsible for design, develop and implement learning strategies Responsible for managing training programs Design and deliver training programs (when required) Assess employee development needs (for various operations role), conduct thorough TNI and TNA Develop and design NHT training modules and refresher training modules Responsible to prepare and present daily and monthly review of training teams performance Define quarterly and yearly training planner Responsible to leverage new technology or methodology for content enhancement Design e-learning courses Responsible to create learning path for operations resources (from agent level to Senior Managers) Define quality monitoring sheet and update the sheet as per changes in process Create quarterly roadmap for Quality Monitoring Team in-line with sales goals Collaborate with Operations team to complete TNI Create action plan basis TNI that results in meeting sales goals Candidate Requirement: Graduate with minimum 8 years of experience in L&D + Quality Minimum 3 years of experience in team management, preferably leading a team of trainers/quality monitoring personnels TTT certified Should possess knowledge of various TQM tools Should be comfortable working in a domestic contact center set-up Should have an aptitude to handle resources of varied skill-sets Proven track record of successfully managing efficiency gain projects for L&D/Quality Monitoring Team