Job Description (Key Responsibilities)
Training
- Ensure that training is delivered to all new employees as per the training calendar.
- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.
- Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.
- Ensure a smooth and clear transition of new processes from the training team.
- Take full responsibility for the knowledge and content management of documented processes.
- Constantly drive the quality and methodology of training, workshops, etc.
- Execute training tasks and assignments on short notice.
- Work closely with various teams to plug areas of opportunity into the training area.
- Drive online learning through our Internal TCS LMS tool / DigiT platform.
- Perform constant benchmarking of the process across the industry to enhance the internal system, processes, etc
Quality
- Constantly improve quality audits across various teams.
- Ensure improvement and sustainability of processes based on quality audits.
- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.
- Identify and explore quantitative and qualitative data to develop and enhance employee skills.
- Tackle problems in creative and logical ways and brainstorm solutions.
- Conduct customer feedback audits and derive insights to optimize the user experience.
- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.
- Formulate compliance and non-compliance processes as per policies and requirements.
Skills Required
- Total 10-12 years experience, with 3-4 years experience managing a Quality and Training team
- Experience in both voice and non-voice processes.
- Strong analytical and problem-solving skills. Must enjoy digging into data and deriving insights because we are a data-driven company obsessed with numbers.
- A quick learner who can understand the process and provide valuable feedback.
- Excellent interpersonal skills and ability to work with and influence different stakeholders across teams.
- Should have the ability to work under pressure and in an unstructured environment.
- Must be meticulous and possess an eye for detail
- COPC or Six Sigma (green belt) certified, or the experience of implementing Training and Quality-related processes from scratch will be an advantage
- Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organization
Qualifications:
Essential:
- Degree from a recognized university
