Training Development Lead
5 hours ago
Inteliqo eTechnologies Private Limited is seeking a highly skilled and experienced Quality and Training - Sr Manager to lead our Quality and Training team. As a member of our leadership team, you will play a critical role in driving business growth through quality and training initiatives.
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
Estimated Salary: ₹1,750,000 per annum (based on industry standards)
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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