AVP- Training and Quality
2 weeks ago
About Our Client
One of the leading brands in the general insurance space.
Job Description
Lead a team of training managers and trainers who will be focused on developing employee skills at our sites spearhead the Process Training function involving analyzing, planning, designing, scheduling and facilitatingProvide direction for training teams, responsible for process and pre-process trainingDevelop the Operating model and infrastructure for all training and development programs by establishing standardized methods for delivery, evaluation, measurement, performance and reporting Leverage technology, seeking out innovative learning and communication practicesBuild and maintain stakeholder relationships that align training delivery with operational successUtilize multiple channels and tools to support a broad array of learners and learning objectives, such as digital learning (videos, e-Learning, online tools), virtual instructor-led training, instructor-led training, job aids, gamification, simulations, assessments, coaching and mentoringAssess and track training effectiveness through the use of metrics, linking decisions to business resultsKnowledge of training practices around functional and communication training and the basics of knowledge managementSenior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elementLead a team of Quality Manager along with Quality Associates who will be focused on developing sales skills in employeesMaintain the quality standards for all transactionsMaintain quality management standards and improve quality framework Set up and update processes to meet process expectationDriving continuous improvement projects across the process Up to date with latest developments in process improvement and manage quality teamEnsuring adherence of Product Knowledge Test and Call CalibrationsStrong stakeholder management problem solving and multi-tasking skillsManaging Customer Escalations Team who will be providing a thorough RCA of Vertical error if anyThe Successful Applicant
Experience with BPO/KPO for 10-12 years with a team handling experienceCall Centre experience is a mustSomeone who has proven track record in process improvement and driving productivityWill manage fresh business through E-ChannelInsurance experience is not a mandate-
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