Quality and Training Manager_ Banking_ Mumbai

1 week ago

Mumbai, India V Konnect Full time

Job Description The Quality & Training leader is required to play a pivotal role in execution of processes laid down in training and Quality departments of the business unit and providing direction front line personnel of the department & partners. This role requires the person to play a lead executor role, overseeing and implementing strategies that will help the Training & Quality teams to deliver as per stake holder expectations. - Governance Reviews with the quality analysts - Engaging with training leads on the refresher training & TNIs for bottom quartile - Optimizing quality analyst work schedule - Analysis effectiveness of call quality parameters respective to process & recommend changes - Execute analysis and information to business leaders with segregation on controllable and cross functional opportunities impacting business performance - Actively participating on the hiring of new resource, hiring right skillset for the process - Transitioning on new process from training standpoint, which includes preparation of training material specific to the process, content management, training calendars, creating induction program - Conduct governance activities for in house and partner Quality and Training Teams (RTR's, Trainers & Quality Analysts Certifications etc) - Conduct Weekly Governance reviews to check on adherence of quality and training processes by in-house and partner teams - Identify trends, analyze root cause issues and support recommendation of appropriate corrective actions both short and long term. - Designing Product & Process Knowledge Tests which will be specific to respective process - Designing OJT program for the new hires along with the define targets

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    3 weeks ago

    Mumbai, India Union Living Full time

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    Mumbai, India Union Living Full time

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