Senior Manager, Training and Quality - Bridgetowne

The Senior Training & Quality Manager will manage day to day activities defined for business benefits including but not limited to implementation of Quality strategy, Quality/Training improvement opportunity identification, leading / mentoring the improvement projects, benefits realization, communications with account leadership, DPE's and implementation manager(s).

Essential Functions/Core Responsibilities

Driving improvement initiatives that positively impact Client satisfaction & business profitability (realized, approved and benefits).

Identifying areas of improvement and leading / facilitating improvement projects which can result in significant improvement in Avalon profitability and Quality.

Solving business problems through innovative & sustainable solutions

Identifying process gaps & automation opportunities within Training and Quality functions

Project managing improvement efforts across multiple locations and maintain consistency in effort & implementation.

Interfacing with Avalon leadership/clients and identifying opportunities for value add.

Driving effective Change Management for a stable & consistent delivery Zero surprise operations

Driving performance baselining for different efficiency / effectiveness measures

Driving and deploying techniques for process standardization like process competency framework deployment

Experience

2-3 years of experience in BPO industry as Senior Manager

Should have managed at least 3 high impact improvement projects CSAT/ Resolution/ Cost/EPH/CPH/ AHT/Productivity/Quality/Training Effectiveness etc.

Preferred - Experience within Content Moderation

HOOPS: 4pm 1am (shifting but mostly UK Shift to cover all Non-US LOBs)

Site: Bridgetowne, 100% onsite