A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website www.firstsource.com
Job location : Hyderabad
Position :Manager- Service Quality
Division : BPO
Experience : 8-13 years of relevant experience in Quality
Job Role:
- . Responsible for creating a learning environment across the organization.
- Manage and implement quality methodologies such as six sigma, Lean & COPC, at least three years in BPO sector
- 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
- Develop and implement training & development process for all employees including new recruits.
- Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
- Design training module, develop training material, ensure delivery of training programs and complete
logistics management for the programs.
- 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
- 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 8-13 years’ experience
- 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
Contact details
Neelam Sharma