Training and Quality Assistant Manager

Total Years of Experience:

Leadership Experience:

Six Sigma Certification:

Domain Experience:

Analytical experience

Must have knowledge in Quality Concept

Already doing the Assistant Manager role in their current company

Process improvement

Systematic approach

Effective communication

Client handling experience

Distance preference: 15 to 20 kms

Willing to work in rotational shifts

Primary Responsibilities:

Establishes effective working relationships with clients to help them improve their processes

• Effectively follows deadlines and carries out delegated work for various Projects. Readily adheres to all schedules and timelines laid down by the Training & Quality Manager from time to time
• Documents and redesigns business processes, requirements and workflow maps to maximize quality and efficiency
• Assists in the collection and consolidation of required information and data, and works closely with Project Leaders and Training & Quality Manager to understand process improvement requirements and implements the actions efficiently
• Learns the Quality standards laid down by the Clients/Customer to meet the Quality metrics
• Updates self on every new process changes and ensures updates are passed down to associates, Trainers and Quality team members
• Analyzes team performance on Quality and have action plans ready for execution
• Identify and assess the training needs of the organization through job analysis, career paths, employee surveys and consultation with managers
• Develops individualized and group training programs that address specific business needs.
• Develops training manuals that target tangible results

Key Responsibilities

Quality Assurance Management

• Monitor and evaluate interpreter and customer service representative performance through call monitoring, live observations, and quality scorecards
• Conduct regular quality audits to ensure compliance with company standards, client requirements, and regulatory guidelines
• Analyze quality metrics and trends to identify areas for improvement and implement corrective action plans
• Collaborate with team leaders to address quality issues and implement process improvements
• Maintain quality documentation and reporting systems for management review
• Ensure adherence to language accuracy standards, cultural sensitivity protocols, and professional interpretation guidelines

Training and Development

• Design, develop, and deliver comprehensive training programs for new hires and existing staff
• Create training materials, modules, and resources for various language pairs and service lines
• Conduct orientation programs for new interpreters and customer service representatives
• Implement ongoing professional development initiatives to enhance language skills and cultural competency
• Coordinate with subject matter experts to develop specialized training content
• Assess training effectiveness through evaluations, feedback, and performance metrics

Team Leadership and Support

• Provide coaching and mentoring to team members to improve performance and career development
• Support team leaders in managing daily operations and resolving escalated issues
• Participate in performance management processes, including reviews and development planning
• Foster a positive work environment that promotes continuous learning and improvement
• Assist in recruitment and selection processes for quality and training roles

Process Improvement and Compliance

• Identify opportunities for process optimization and operational efficiency improvements
• Ensure compliance with industry standards, client contracts, and regulatory requirements
• Participate in client meetings and quality reviews as needed
• Maintain knowledge of best practices in language services and BPO operations
• Support implementation of new technologies and tools to enhance service delivery

Reporting and Analytics

• Prepare and present quality and training reports to senior management
• Track and analyze key performance indicators (KPIs) related to quality and training effectiveness
• Maintain dashboards and metrics to monitor team performance and client satisfaction
• Provide insights and recommendations based on data analysis and trends