Reporting to the Associate Director, the Sr.Manager – Quality Cap dev is responsible for implementation and delivery of Strategic quality framework that supports consistent delivery of client metrics & value to business. Responsible to plan and delivery training to New Hire & on floor. Constantly innovate & improve training strategy, Speed to competence.
- Manage and implement quality methodologies such as six sigma, Lean & COPC, at least five years in BPO sector / Contact Center, overall 12+ years of experience
- Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
- Proactive management of identifying trends, producing root cause analysis and providing solutions
- Innovate and improve processes
Roles & Responsibilities
- Act as an intermediary between the client and Sourcepoint, facilitating communication.
- Achieve monthly performance targets.
- Utilize and relay updates regarding changes in regulations, policies, and procedures.
- Ensure adherence to both Federal and State Laws in all contact centre activities.
- Formulate action plans to achieve departmental objectives.
- Drive governance calls with stakeholders and clients
Responsible for creating a learning environment across the organization.
- Meet contractual client obligations
- Meet operational expectations by implementing and maintaining high CTQ standards
- Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)Top of Form
- Drive Accuracy Targets, Audits, Calibration calls, Implement Robus Feedback, drive accuracy performance of Ops agents
- Meet retention target for the team
- Process improvement through implementation suggestions maximize the efficiency
- Lesser incidents of critical ops process escalations
- Build new client relationships and sustaining existing client relationships
- Build strong internal stakeholder relationships
- Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
- Design training module, training material, ensure delivery of training programs and complete
- Managing relationship with vendors such as external trainers, training institutes, e-learning companies.
- Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness
- Drive RCA and CAPA sessions
- To periodically conduct reviews and track performance of trainers & QA
- Evaluate effectiveness of training and identify re- training needs.
- Conduct Train the Trainer Program's.
- Identifying and recruiting AM's, trainers, training coordinators and communication coaches.
- Partner with clients for implementing programs evaluating training and for requirements to
- be planned and implemented with new ramps & business improvement opportunity
- To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective.
- Awareness and usage of tools to bring about immersive learning environment
- Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client
- Implement robust monitoring of internal QA and maintains an efficient performance management system
Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.
Experience
Required: Required: Graduate/Postgraduate with 10+ years experience
- Experience in QC, QA,
- Certified / Trained Green Belt
- Relevant Experience in Training Management & improvements
- Experience in managing Six sigma, lean projects
- Experience in creating and managing strategic QA framework
- Experience in leading client interactions
Educational Qualifications
- Bachelor's Degree or Post Graduate Degree
Preferred Work Experience
- 12+ years of Industry Experience
