Training & Quality Manager

Manager Level:

The position is at a manager level, responsible for overseeing a single department and implementing customer experience strategies within that department.Reporting - CXOWork location - Powai, Mumbai

Responsibilities

Team Leadership:

Daily Task:

Lead and support your team, addressing their concerns and fostering a positive work environment.

Explanation:

It’s like being a coach for a sports team, motivating and guiding players to perform their best while ensuring they feel valued and supported.

Data Analysis And Reporting:

Daily Task:

Analyze quality metrics and training effectiveness, then share insights with management.

Explanation:

Like a detective, you gather clues (data) to solve the mystery of improving service quality.

Continuous Improvement:

Daily Task:

Identify gaps in processes and recommend improvements through training and quality initiatives.

Explanation:

Think of it as a gardener tending plants, ensuring growth by applying the best techniques.

Compliance Adherence:

Daily Task:

Verify adherence to regulatory and internal standards during audits and training sessions.

Explanation:

Similar to a safety officer, ensuring everything is done by the book to avoid risks.

Stakeholder Communications:

Daily Task:

 Maintain clear communication with operations, HR, and leadership to align quality and training goals.

Explanation:

 Like a translator, making sure everyone understands and works toward the same objectives.

Technology Utilization:

Daily Task:

Use LMS and quality monitoring tools to track progress and streamline processes.

Explanation:

Imagine setting up the best digital tools to make learning and quality checks efficient.

Global Operations Management:

Daily Task:

Manage operations across different regions, understanding cultural differences and ensuring consistent service delivery.

Explanation:

Imagine being an ambassador, understanding and respecting different cultures while ensuring consistent and excellent service across all regions.

Expected Work Results / KPIs – Training and Quality Manager

Quality Assurance Scores:

Expected Work Result:

 Maintain or improve high QA scores across customer interactions.

Assessment:

 Conduct regular audits and evaluations to ensure adherence to quality standards.

Training Completion And Effectiveness:

Expected Work Result:

 Achieve high completion rates and measurable improvement in employee performance post-training.

Assessment:

 Track training attendance, post-training assessments, and feedback surveys.

Compliance Adherence:

Expected Work Result:

 Ensure full compliance with regulatory and internal quality requirements.

Assessment:

 Review audit reports and compliance checklists regularly.

Employee Skill Development:

Expected Work Result:

 Enhance workforce capabilities through targeted training programs.

Assessment:

 Measure improvement in KPIs such as accuracy, productivity, and customer satisfaction after training.

Customer Satisfaction (CSAT):

Expected Work Result:

 Support improved CSAT scores through quality and training initiatives.

Assessment:

 Monitor customer feedback and link improvements to training and QA actions.

Error Reduction:

Expected Work Result:

 Reduce operational errors and rework through effective training and quality monitoring.

Assessment:

 Compare error rates before and after interventions.

Data-Driven Improvements:

Expected Work Result:

 Use insights from QA and training data to implement continuous improvement initiatives.

Assessment:

 Track implemented changes and their impact on performance metrics.

Stakeholder Communication:

Expected Work Result:

 Maintain clear and timely communication with leadership and operational teams on QA and training outcomes.

Assessment:

 Gather feedback on reporting clarity and responsiveness

Indirect Team Size:

Up to 500 Full-Time Equivalents (FTEs) working within the project. With 10 Quality Analysts and 6 Trainers. Each with a lead per team

Direct Reports:

Number of Direct Reports:

2-3 direct reports.

Roles of Direct Reports:

This includes trainers and quality assurance specialists.

Explanation:

Training & Quality manager will oversee the training and quality metrics of a team of approximately 4-500 FTEs. There will be the training lead and quality lead(s) reporting directly into the Training & Quality Manager.

Skills And Competencies:

Quality Assurance Expertise:

Strong knowledge of quality assurance frameworks, auditing processes, and compliance standards within customer service operations.

Training Design and Delivery:

Skilled in creating, implementing, and evaluating training programs for onboarding and continuous development.

Performance Analysis:

Ability to analyze quality metrics, training effectiveness, and operational data to identify gaps and drive improvements.

Communication and Facilitation Skills:

Excellent verbal and written communication skills for delivering training and engaging with diverse teams for engaging learners and stakeholders.

Problem-Solving and Continuous Improvement:

Proficient in identifying root causes of quality issues and implementing corrective actions.

Stakeholder Collaboration:

Ability to work closely with operations, HR, and leadership teams to align quality and training initiatives with business goals.

Technology Proficiency:

Familiarity with Learning Management Systems (LMS), quality monitoring tools, and reporting dashboards.

Adaptability and Coaching:

Capable of adapting training content to different learning styles and providing coaching for skill enhancement.

Compliance and Standards Management:

Ensure adherence to regulatory requirements and internal quality benchmarks.

Compliance Expertise:

Knowledge of regulatory requirements and industry standards for training and quality assurance.

Leadership in Learning:

Ability to mentor trainers and quality specialists, fostering a culture of excellence.