Manager Training & Quality BPO - Melbourne.

Gratitude Inc

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1 month ago

Manager Training & Quality BPO - Melbourne.

5-20 Year(s)

Tarlac

Job Description

Key Skills

Quality Assurance/QA Training Quality Analyst Operations Quality Training and Quality Quality Assurance Manager Training Manager manager quality

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Job Title - Manager Training & Quality

Work Location - Melbourne, Australia.

Salary - As per industry standards.

Job Summary

Manager – Training & Quality is responsible for developing and implementation of new hire training, business skilling & quality framework & strategy for the external client that helps manage performance, reduce risk and increase value for the client.

5-6 years experience in Training & Quality . 2-3 years Telecom experience .

Principal Duties/Responsibilities

Key Deliverables

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

Proactively identifying trends, producing root cause analysis and providing solutions to ensure quality delivery of business goals

Develop & implement standard quality methodology to include guidelines, policies and procedures for the assigned client

Manage culture and process training to the new hires or training sessions and refresher trainings on the floor or Virtually (Teams application) or face to face in the training room.

Develop & implement standard training methodology to include guidelines, policies and procedures for the assigned client

Planning and organising training needs for existing and new business

Timely review of Training curriculum through optimisation and implementation of digital learning .

Work with the Operations lead and managers to identify gaps and implement plans to close and improve

Ensure that the QA & training framework is robust and helps in efficiently managing performance

Lead Service Quality team through FSL values and quality principles of Lean & Six Sigma.

Apply lean six sigma, business acumen, leadership, change management

Review and present regular management information on quality measures and improvements

Manage and oversee the development of the existing Quality teams

Meet KRA’s as agreed and any that may get added due to business needs

Constructively challenge the organisation to constantly improve operational capability and performance

Capacity Management

Regular capacity review of the team, to ensure equal work distribution and tracking overtime. Manage resources efficiently through peaks and troughs in the business cycle. Develop resource plans and plans for contingencies

Project Management skills

Operations Management/Operational Effectiveness

Champion ‘Excellence and Best in Class services’ for the Customer in the business units and work with teams to deliver continuous improvement opportunities

Relationship management

Work with leaders and managers within the Business to meet client and company objectives and bring in value add

Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention

People management/ development

Manages the performance of all direct reports through the formal performance management system. Responsible for Succession planning

Lead the quality & Training team to meet all FSL objectives and client goals.

Lead teams to constructively challenge the organisation to constantly improve operational capability and performance

Identifying development needs for both individuals and the team as a whole. Works with concerned partners to optimize training and development opportunities

Required Qualifications, Skills, Knowledge, Experience

Qualifications:

Bachelor’s degree from institute of repute

Additional Certification in Improvement methodologies like Lean and Six Sigma will be added advantage

Skills:

Should display Solution orientation in their approach

Process, operations management and organisation design orientated. An organiser with strong planning ability and attention to detail

Excellent communication skills, both verbal and written

Proficiency in standard Microsoft packages

Good Presentation Skills

Able to facilitate, coordinate & close loop discussions with specific action plans

Able to make decisions under a high pressure environment and reacts well to challenges in somewhat stressful situations

Knowledge/Experience:

Experienced in dealing with large client Base and Dynamic businesses and is able turn things around in a quick time

Experience in Telecom & Media and first party collections (added advantage)

Knowledge of quality principles and continuous improvement techniques

Knowledge of Six sigma methodology and Lean principles

Experience and knowledge of working in a global service delivery environment

Role

Training Manager

Timings

Australian Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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