Assistant Manager Training Quality Specialist

1 month ago

Kolkata, West Bengal, India Gear Inc Full time
Job Title: Assistant Manager Training Quality

At Gear Inc, we are seeking a strategic thinker with strong leadership skills to support the overall success of our business by managing teams, optimizing processes, and maintaining strong client relationships.

We are committed to our people and believe that our strength lies in our ability to support and develop our team members.

Job Summary:

Our company is seeking an Assistant Manager Training & Quality in India. The ideal candidate will be able to adapt quickly and thrive in a fast-paced environment.

Main Responsibilities:

  • Provide coaching and feedback to new and existing staff using 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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