Operations Manager

9 hours ago


Noida, Uttar Pradesh, India Inteliqo eTechnologies Private Limited Full time
Job Title: Operations Manager

We are seeking an experienced Operations Manager to lead our Quality and Training team at Inteliqo eTechnologies Private Limited. The ideal candidate will have a strong background in process improvement, quality assurance, and training development.

About the Role:

This is a full-time position that requires a minimum of 15+ years of experience, with 10+ years of experience managing a Quality and Training team. The successful candidate will be responsible for leading a team dedicated to improving our ability to deliver and provide the best customer experience.

Responsibilities:

- Constantly improve quality audits across various teams.

- Ensure improvement and sustainability of processes based on quality audits.

- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.

- Identify and explore quantitative and qualitative data to develop and enhance employee skills.

- Tackle problems in creative and logical ways and brainstorm solutions.

- Conduct customer feedback audits and derive insights to optimize the user experience.

- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.

- Formulate compliance and non-compliance processes as per policies and Ensure that training is delivered to all new employees as per the training calendar.

- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.

- Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.

- Ensure a smooth and clear transition of new processes from the training team.

- Take full responsibility for the knowledge and content management of documented processes.

- Constantly drive the quality and methodology of training, workshops, etc.

- Execute training tasks and assignments on short notice.

- Work closely with various teams to plug areas of opportunity into the training area.

- Drive online learning through our LMS tool

- Work closely with Teams and drive the learning management tool adoption

Salary: ₹1,500,000 - ₹2,000,000 per annum (depending on experience)

Benefits:

- Comprehensive health insurance

- Paid time off

- Professional development opportunities

- Collaborative work environment

Requirements:

- Graduate degree in Business Administration or related field (MBA preferred)

- Minimum 15+ years of experience in quality assurance and training development, with 10+ years of experience managing a Quality and Training team

- Experience in both voice and non-voice processes (domestic BPO only)

- Strong analytical and problem-solving skills

- Excellent interpersonal skills and ability to work with and influence different stakeholders across teams

- Should have the ability to work under pressure and in an unstructured environment

- Must be meticulous and possess an eye for detailing

- Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organisation.
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