Training And Quality Manager

Training and Quality Manager

Location: Gurgaon (Work from Office)

Job Overview

As a Training and Quality Manager, role will be to work closely with internal Operations teams/QA Team, Training team as well as external stakeholders IQI Managers, client RSMs and CX Managers to provide on-boarding, coaching, remediation, training and development for QAs and agents. The TNQ manager is the custodian in ensuring the QA framework is closely aligned between client, IQI and Wipro. The role requires leading implementation of initiatives and projects that will counteract any possible trends, drive business KPIs by aggregating audit findings and analyzing gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency.

Minimum Qualifications: Bachelor’s degree in any related field, Six Sigma BB Certification preferred

Minimum Experience: 10+ Years of Experience in a role at the contact center and experience in audit and/or quality management

Communication Skills:

• Strong verbal and written communication skills with C1 proficiency score

• Job Duties and Responsibilities
• This person will work closely with internal Quality and training team in ensuring holistic feedback and insights are cascaded downstream to the respective teams.
• This person will be responsible for the delivery of Training and Quality metrics at Weekly Business Reviews (WBRs), and Quarterly Business Review (QBRs), Represent in T3s, CRM updates, Change sheets updates etc.
• Meet all clients agreed upon KPIs and performance parameters.
• Strong understanding of the Quality framework and processes such as call calibration, coaching and deep-dive analysis methodologies are required to drive a client centric mindset and culture within the team.
• This person will provide actionable and valuable insights for internal operations and training teams.
• Conduct and analyze TNA (Training Needs Analysis) for the floor and support teams (Q&T) and provide quarterly/annual training plan
• To be directly responsible towards fostering the development of the team by motivating them and ensuring career advancement.
• To be a single point of contact with the team and the senior management through effective communication on key deliverables.
• To ensure quality reporting and work with operations to build highly effective measurement and reward system based on data.
• Participate in client monitoring and QA programs; and identifying client expectations and needs.
• Build Q&T action plans based on clients’ needs and expectations.
• Manage QA and Training team members’ performance reviews and comments.
• Plan for the ramp up of resources and training batches
• Drive centrally led L&D initiatives in line with the Organization’s requirements
• Identify appropriate training curricula for strategic training initiatives and lead Initiatives
• Oversee the proper hiring, development, certification and qualification of the Training team, including any team member delivering training, with alignment from their Learning Partner
• Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Learning Partner.
• Ensure adherence of Training Team Key Performance Indicators according to client’s regional and global training guidelines, including guidelines from the QAT Process.

TNQ Manager Governance –

• Manage and allocate resources as per business needs; ensure that the SOW terms are always met.
• Assess training and QA effectiveness periodically and as needed
• Review and Assess Training and Quality SOPs to be in line with the changes timely
• Ensure compliance and execution of all training and Quality practices as defined for the business. Can design and deploy a new training framework if needed.
• Assess and report on learning service performance, providing regular updates to stakeholders on the agreed goals.
• Evaluate trainer and QA competence and review monthly performance with fortnightly 1x1s
• Publish EWS timely
• Monthly training performance for WBR, MBR and QBRs

Essential skills

• Must have Digital Marketing/Content Moderation domain experience of at least 3 years.
• People leadership experience of 7+ years.
• Must have led a team of managers for at least 3+ years.
• Must have Knowledge of learning and development best practices.
• A proven track record of training program development, evaluation and management.
• Excellent leadership skills

Good to have –

• Understanding of the client Advertising, Marketing World and/or Content Moderation
• Content Design & Development Skills
• Experience in handling LMS activities

Behavior –

• Be an avid learner – Demonstrated learning ability
• Strong interpersonal skills
• Excellent spoken and written Skills
• Willingness to work 24/7 – needs to be comfortable with working in shifts