Training Quality Manager

4 weeks ago

Kolkata, West Bengal, India Gear Inc Full time

Job Title: Assistant Manager T&Q

At Gear Inc., we are seeking a highly skilled Assistant Manager Training & Quality to join our team in Kolkata. As a key member of our organization, you will play a vital role in supporting the overall success of the business by managing teams, optimizing processes, and maintaining strong client relationships.

Main Responsibilities:

  • Provide coaching and feedback to new and existing staff utilizing proven improvement methodologies.
  • Maintain a comprehensive understanding of the program and compliance requirements for all assigned programs.
  • Conduct end-to-end governance and report findings on the client-specific QAScorecard clearly explaining conclusions.
  • Generate weekly and monthly summary reports detailing monitoring activity for each program and communicate these to Client Services.
  • Ensure each agent per program is monitored at least once monthly following quality assurance personnel checklists.
  • Participate in weekly calibration calls for each assigned program.
  • Deliver Quality Assurance reviews and feedback to team members facilitating their professional growth and development.
  • Collaborate effectively with peers and other personnel to positively impact joint activities, projects, or events.
  • Act as a site-level leader as needed, liaising with client training organizations and providing onsite presence when necessary.
  • Work collaboratively with other support teams within the client and Gear Inc. to ensure strong product knowledge among the project.
  • Demonstrate a commitment to attentiveness, persistence, and flexibility while safeguarding the integrity and purpose of our organization.
  • Manage multiple processes and ensure timely delivery, demonstrating an understanding of staffing process efficiencies and goal achievement in the contact center environment.
  • Maintain robust risk and compliance practices to ensure adherence to regulatory requirements.

Job Requirements:

  • Proven experience in BPO domains.
  • Strong coaching and feedback skills with a track record of implementing improvement methodologies.
  • Excellent communication and interpersonal skills with the ability to interact effectively with team members and stakeholders.
  • Ability to adapt to changing company and client requirements, demonstrating flexibility and resilience.
  • Demonstrate leadership capabilities with experience managing multiple processes and ensuring timely delivery.
  • Sound understanding of staffing process efficiencies and goal achievement in a contact center environment.
  • Strong commitment to risk and compliance practices, ensuring adherence to regulatory requirements.

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.

Remote Work: No

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