Strategic Operations Manager
4 weeks ago
Job Title: Assistant Manager Training & Quality
Job Summary: Gear Inc. is seeking an experienced Assistant Manager Training & Quality to join our team in Kolkata. As a key member of our leadership team, you will be responsible for managing teams, optimizing processes, and maintaining strong client relationships.
Main Responsibilities:
- Coaching and Feedback: Provide coaching and feedback to new and existing staff, utilizing proven improvement methodologies to enhance their skills and performance.
- Program Understanding: Maintain a comprehensive understanding of the program and compliance requirements for all assigned programs, ensuring seamless delivery and high-quality outcomes.
- Quality Assurance: Conduct end-to-end governance and report findings on the client-specific QA Scorecard, clearly explaining conclusions and recommendations for improvement.
- Reporting and Communication: Generate weekly and monthly summary reports detailing monitoring activity for each program and communicate these to Client Services, ensuring transparency and accountability.
- Agent Monitoring: Ensure each agent per program is monitored at least once monthly, following quality assurance personnel checklists to ensure consistent quality standards.
- Calibration Calls: Participate in weekly calibration calls for each assigned program, collaborating with peers and other personnel to positively impact joint activities and projects.
- Quality Reviews: Deliver Quality Assurance reviews and feedback to team members, facilitating their professional growth and development, and ensuring alignment with company goals and objectives.
- Leadership and Collaboration: Act as a site-level leader as needed, liaising with client training organizations and providing onsite presence when necessary, and collaborate effectively with peers and other personnel to positively impact joint activities and projects.
- Process Management: Manage multiple processes and ensure timely delivery, demonstrating an understanding of staffing, process efficiencies, and goal achievement in the contact center environment.
- Risk and Compliance: Maintain robust risk and compliance practices to ensure adherence to regulatory requirements, and demonstrate a commitment to attentiveness, persistence, and flexibility.
Requirements:
- Experience: Proven experience in BPO domains, with a strong track record of implementing improvement methodologies and managing multiple processes.
- Coaching and Feedback Skills: Strong coaching and feedback skills, with the ability to interact effectively with team members and stakeholders.
- Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to adapt to changing company and client requirements.
- Leadership Capabilities: Demonstrate leadership capabilities, with experience managing multiple processes and ensuring timely delivery, and a strong commitment to risk and compliance practices.
- Understanding of Contact Center Environment: Sound understanding of staffing, process efficiencies, and goal achievement in a contact center environment, and a commitment to maintaining robust risk and compliance practices.
How to Apply: Interested candidates should submit their resume and a cover letter outlining their relevant experience and interest in the Assistant Manager T&Q role. Qualified candidates will be contacted for an interview.
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