Supervisor – Training & Quality

Job Description

Role & Responsibilities:

• Responsible for managing team of QAs & Trainer

• Data analysis and making designated reports/decks

• Client & stakeholder managment

• Participating in internal & external calibrations

• Communication to heighten awareness and focusing on importance of positive

  customer experience

• Making recommendations and driving improvement

• Ensuring that internal policies, procedures, and compliance regulations are being

  followed

• Reduce learning curve and help enhance product/process knowledge of new joiners.

• Ensuring that internal policies, procedures, and compliance regulations are being

  followed

Job Requirement

1. General and Specific skills:

   • At least 1 year experience in QA cum Trainer Team leader for Call Center

   • Very Good in English

   • Ensure that Process quality and training is delivered effectively in the stipulated

     timelines

   • Evaluate process quality and take corrective actions which should be tangible

   • Evaluate effectiveness of T & D interventions

   • Improve calibration of QIC, SME and CSM within team

   • Provide crisp and specific feedback to Front Line Recruitment Teams on quality of

     new hires

   • Design and develop Quality framework

   • Ensure uniform quality of training being delivered by all training teams in line with

     client requirement

   • Interact and streamline channels of communications with other Functions and Clients