Training & Quality Head - ITeS/BPO

2 days ago

Kolkata, India COGENTHUB PRIVATE LIMITED Full time

About the Role:We are looking for a dynamic and experienced Training & Quality Head to lead our learning, development, and quality assurance initiatives. The ideal candidate will ensure that all associates are well-trained, consistently meet quality standards, and contribute to superior customer experience.Key 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 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 organization's processes.Required Skills & Qualifications:- Bachelor's degree; MBA or relevant postgraduate degree preferred.- 10-15 years of experience in BPO training and quality management, with at least 3 years in a leadership role.- Strong knowledge of customer service processes, KPIs, and quality frameworks.- Excellent leadership, communication, and presentation skills.- Data-driven mindset with proficiency in performance analytics and reporting.- Ability to work in a fast-paced environment and manage multiple priorities. (ref:iimjobs.com)

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