T & Q MANAGER- TRAVEL Jobs in Mumbai - Radical Minds

T Q MANAGER- TRAVEL

Radical Minds

2 to 3 Years

Not disclosed

Expired

Posted: 13 Sep 19

Job Description

T & Q MANAGER- TRAVEL

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 & identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers.
Draw an overall or individualized training and development plan that addresses the need and expectations & deploys a wide variety of training methods.
Conduct effective induction and orientation sessions and monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
Manage training budget while Providing opportunities for ongoing development.
Resolve any specific problems and tailor training programs as necessary and Maintain a keen understanding of training trends, developments, and best practices.
Should have experience in managing and developing team members to support training and quality analysis and to Ensure Training delivery for the vertical is managed end to end and all contractual obligations adhere.
Single point of contact for all training interventions /communications with the Clients
Evaluate trainer effectiveness and take corrective actions.
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 and 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 and GDS Skills are musts.
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 24×7 environment and rotational shifts

CANDIDATE SPECIFICATION:

Six Sigma Training preferred
5+ 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 Id698082

Job Category 1 to 3 Yr Exp , Recruitment

Locality Address

State Maharashtra

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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