Quality Improvement Professional

1 week ago

Hyderabad Secunderabad Telangana, India beBeeManager Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description:

We are seeking a Quality Assurance and Training Manager to deliver exceptional results for our clients.

This role is responsible for identifying areas of opportunity, developing solution plans, coaching team members, and ensuring key metrics are achieved.

The ideal candidate will have the vision, experience, and passion to contribute to our culture and the success of our clients.

Key Responsibilities:

  • Proactively solicit and provide feedback by being honest and transparent
  • Plan, develop, and implement comprehensive professional development and training plans
  • Promote an inclusive learning environment and facilitate staff meetings
  • Set and provide direction of new initiatives, opportunities, and foster best practice training and professional development
  • Provide coaching to global staff in quality assurance and training to support superior performance
  • Responsible for the effective selection, development, supervision, evaluation, and training of direct reports
  • Perform routine audits and track call performance
  • Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
  • Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
  • Assign and monitor workload and performance of Trainers and Quality Analysts
  • Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
  • Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
  • Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate
  • Work with client and Operations Manager to perform corrective action
  • Deliver corrective disciplinary, up-skilling, and coaching action as appropriate, and per company policy

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