T & Q Manager Job in Radical Minds

Job: T & Q Manager

Location: Gurgaon / Mumbai

Reporting to: Head T&Q

• Create exceptional training and quality assessment programs for our Customer Experience team.
• This candidate would also have experience in managing and developing team members to support training and quality analysis.
• Ensure Training delivery for the vertical is managed end to end and all contractual obligations have adhered
• Ensure that Process training is delivered effectively within the stipulated timelines.
• Single point of contact for all training interventions /communications with the Clients
• Evaluate trainer effectiveness and take corrective actions.
• Evaluate the effectiveness of T & D interventions
• Improve the calibration of Trainers
• Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
• Meet the training requirements of the BU within the training budget
• Design and develop training processes (need identification to feedback and follow-through) in consultation with the training teams
• Ensure uniform quality of training being delivered by all training teams in line with client requirement
• Review performance with stakeholders to deliver as per process expectations
• Creating and publishing dashboards on performance to all stakeholders
• Provide quality floor support, feedback, refresher, and corrective training
• Groom and develop training talent in-house
• Develop & implement a training calendar based on a robust training need analysis
• Excellent client management skills
• Drive Six Sigma quality culture in the organization
• Identify issues and challenges, lead/facilitate improvement projects, measure and validate project results, and facilitate the successful implementation of all facets of process improvements or changes identified
• Execute a data-driven, statistical approach to problem-solving, including gathering, analyzing and reporting data
• Define appropriate metrics to gage processes performance through a structured reporting governance model
• Presenting project analysis and findings to senior leadership to obtain the approval, funding and other requirements to resolve the issue

• Customer Service Skills
• Knowledge of the Products supported
• Knowledge of Customer Procedures / Policies
• Excellent spoken and written communication skills
• Knowledge of Customer s Culture
• Strong organizational skills
• Presentation skills
• Responsible for the Quarterly QMS release, release communication and conducting the refresher session if required
• Provide feedback for continuous improvement of QMS
• Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
• Excellent analytical, problem-solving, decision-making and project management skills
• Ability to handle stressful situations
• Willingness to work in a 24 7 environment and rotational shifts
• GDS knowledge in Travel / Sales experience for Health/BFSI

• Six Sigma Training preferred
• 6+ years experience in customer support/bpo in Quality and training roles
• 2+ years experience in managing a team of 10-15 quality and training subordinates along with strong and assertiveness towards operations
• Graduate or graduate equivalent
• Relevant product/process knowledge
• Coaching and developing people
• Managing change
• Emotional intelligence
• Proven ability to lead and motivate a service-oriented team in a fast-paced environment
• Excellent analytical, problem-solving, decision-making, and project management skills