T & Q MANAGER Jobs in Gurgaon - Radical Minds
Job Description
T & Q MANAGER
Job Category: T & Q Manager
Job Type: Full Time
Job Location: Gurgaon, Mumbai
Job Experience: 2-5 Years
PRINCIPAL RESPONSIBILITIES:
- Create exceptional training and quality assessment programs for our Customer Experience team.
- This candidate would also have experience in managing and developing team members to support training and quality analysis.
- Ensure Training delivery for the vertical is managed end to end and all contractual obligations have adhered
- Ensure that Process training is delivered effectively within the stipulated timelines.
- Single point of contact for all training interventions /communications with the Clients
- Evaluate trainer effectiveness and take corrective actions.
- Evaluate the effectiveness of T & D interventions
- Improve the calibration of Trainers
- Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
- Meet the training requirements of the BU within the training budget
- Design and develop training processes (need identification to feedback and follow-through) in consultation with the training teams
- Ensure uniform quality of training being delivered by all training teams in line with client requirement
- Review performance with stakeholders to deliver as per process expectations
- Creating and publishing dashboards on performance to all stakeholders
- Provide quality floor support, feedback, refresher, and corrective training
- Groom and develop training talent in-house
- Develop & implement a training calendar based on a robust training need analysis
- Excellent client management skills
- Drive Six Sigma quality culture in the organization
- Identify issues and challenges, lead/facilitate improvement projects, measure and validate project results, and facilitate the successful implementation of all facets of process improvements or changes identified
- Execute a data-driven, statistical approach to problem-solving, including gathering, analyzing and reporting data
- Define appropriate metrics to gage processes performance through a structured reporting governance model
- Presenting project analysis and findings to senior leadership to obtain the approval, funding and other requirements to resolve the issue
CRITICAL SKILLS REQUIRED:
- Customer Service Skills
- Knowledge of the Products supported
- Knowledge of Customer Procedures / Policies
- Excellent spoken and written communication skills
- Knowledge of Customer’s Culture
- Strong organizational skills
- Presentation skills
- Responsible for the Quarterly QMS release, release communication and conducting the refresher session if required
- Provide feedback for continuous improvement of QMS
- Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
- Excellent analytical, problem-solving, decision-making and project management skills
- Ability to handle stressful situations
- Willingness to work in a 24×7 environment and rotational shifts
- GDS knowledge in Travel / Sales experience for Health/BFSI
CANDIDATE SPECIFICATION:
- Six Sigma Training preferred
- 6+ years’ experience in customer support/bpo in Quality and training roles
- 2+ years’ experience in managing a team of 10-15 quality and training subordinates along with strong and assertiveness towards operations
- Graduate or graduate equivalent
- Relevant product/process knowledge
- Coaching and developing people
- Managing change
- Emotional intelligence
- Proven ability to lead and motivate a service-oriented team in a fast-paced environment
- Excellent analytical, problem-solving, decision-making, and project management skills
Job Particulars
Role hr admin
Education Any Graduate
Who can apply Experienced (2 to 3 Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id698071
Job Category 1 to 3 Yr Exp , Recruitment
Locality Address
State Haryana
Country India
About Company
Radical Minds assist in logistics management in a way which helps companies to become bigger, better and more profitable. Our services are cost saving, flexible, & improves performance.
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