Training and Quality Manager
1 week ago
NOTE:
Experience: Good experience in Quality, with BPO/Call center experience, experience in handling International Clients/Accounts
Job Purpose: The job role is to use Concentrix and / or client defined training and quality
processes, procedures and tools in meeting the end to end training requirements, also planning
and executing the overall quality administration to meet process requirements.
**Responsibilities**:
- Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting
- Responsible for overall planning, implementation and improvement of training quality
- Design new processes for QC functioning to meet specific business requirements
- Drive process level compliance
- Drive CSAT and Quality for the account
- Incubation of QC in all new processes.
- Facilitate and identify potential areas for improvement and actively participate in process improvement initiatives and drive incremental improvements
- Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC and other lean six sigma methodologies
- Suggest process improvement projects
- Train / mentor AMs and QA’s, operations teams on quality tools and concepts
- Set up, improve, drive and streamline the TNI for Refresher & Coaching
- Observe, analyze, and develop Training Team Leads / Trainers by using different methods such as classroom observations, trainers’ self-transactions, RTR scores, training metrics
- Meet new hire batches regularly during training period to assess early warning system, trainees’ motivation and overall experience
Desired Skills:
- Lean Six Sigma Black Belt Training / Certification from reputed organization / institute will be an added advantage
- Excellent working knowledge of MS Office - MS Excel, Power Point etc.
- Knowledge of industry domain (Banking) would be preferred
- In depth understanding of quality control procedures, quality assurance, process improvements, domain etc.
- A keen eye for detail and a result driven approach
- Excellent math abilities and working knowledge of data analysis/statistical methods
- Great interpersonal and communication skills
- Ability to plan, multi-task and manage time effectively
- Graduate in any stream, Proficiency in English
**Salary**: Up to ฿100,000.00 per month
Ability to commute/relocate:
- กรุงเทพมหานคร: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's Degree (preferred)
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