Training & Quality Head - International BPO

Cogenthub

10 - 20 years

15 - 25 Lacs

kolkata

Posted:1 day ago| Platform:

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Skills Required

bpo operations quality assurance training management qc tools process improvement 7qc team leadership leadership skills soft skills quality monitoring call calibration quality compliance audit report process excellence six sigma quality stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Training & Quality Head

Key Responsibilities:

Training:

Design, implement, and manage comprehensive training programs for new hires and ongoing employee development.
Develop training content, materials, and assessments tailored to business processes and client requirements.
Collaborate with operations and HR teams to identify skill gaps and training needs.
Track training effectiveness through assessments, feedback, and performance metrics.
Ensure smooth onboarding for new associates with structured orientation programs.

Quality:

Define, implement, and monitor quality standards and metrics for all customer interactions.
Conduct regular quality audits, call monitoring, and process adherence checks.
Analyze performance data to identify trends, areas for improvement, and training needs.
Work closely with team leads and operations to implement corrective and preventive measures.
Drive initiatives for continuous improvement in service delivery and customer satisfaction.

Leadership & Strategy:

Lead and mentor a team of trainers and quality analysts.
Partner with operations and HR leadership to align training and quality strategies with business goals.
Develop and implement innovative tools, techniques, and technologies to enhance learning and quality assurance.
Stay updated with industry best practices and integrate them into the organizations processes.

Required Skills & Qualifications:

Bachelors degree; MBA or relevant postgraduate degree preferred.
10 - 20 years of experience in BPO training and quality management, with at least 5 years in a leadership role.

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