Manager - Training and Quality (Gurgaon)

23/03/2015 10:41

Designation: - Manager- Training & Quality
Location: - Gurgaon
Job Summary: - Person will be responsible for ensuring smooth functioning of Training & QA to meet business needs. Role requires person manage the entire quality and training function in the aligned LOB and will be responsible to drive improvement through various quality and training initiatives.
Experience: - Min 8-10 years
Team Size: - 2 to 4 AM’s & 12 to 15 TL’s

Key Responsibilities: - 

  • Responsible for managing Training & QA function
  • Lead process improvement initiatives in the aligned LOB
  • Run real time analysis to drive strategies
  • Designing process maps, audit forms and content for process training
  • Preparing and maintaining process level quality & training reports
  • Driving the quality culture in the aligned LOB
  • Develops and implements QA (Monitoring & Feedback plan)
  • Lead the training team through various learning initiatives via new hire training, cross-training, continuous learning, and e-learning environments
  • Work with the stakeholders to review and improve process compliance.
  • Leading calibration session with all functions to drive consistency in measurement
  • Should have successfully deployed QA & training function (Audit, compliances & Feedback) in field & Agency processes
  • Leads weekly quality & training reviews with business stakeholders
  • Reviews QA team performance to ensure daily, weekly and monthly QA targets are met.
  • Conduct TNI and TNA analysis across LOB to identify training needs
  • Create Monthly training calendar
  • Set up Individual Development Plan for Goal setting for team members
  • Set up E learning modules to improve effectiveness and training employees online in case of staffing challenges
  • Responsible for preparing weekly newsletter with changes/developments in training programs, New case studies
  • Conduct workshops on Coaching skills & Business Communication Documentation of existing and changed aligned processes.
  • Develop comprehensive metric driven approach for all process improvement activities
  • Define and ensure a metric and CTQs for aligned processes.
  • Measure and the existing performance of aligned processes
  • Benchmark each process performance and compare with the present state of performance
  • Ensure process issues are addressed quickly and improvements are implemented to ensure desired results
  • Analyzing the gap; taking necessary actions to improve the performance to close the gap
  • Defining policies, suitable standards, guidelines and processes based on industry best practices
  • Data driven approach for analysis, corrective and preventive actions.
  • Define and ensure a metric and CTQs for aligned processes.
  • Measure and the existing performance of aligned processes
  • Content Design and Delivery
  • Refresher and Soft Skills Training: Plan, coordinate and conduct classroom programs or on-job instructions as per requirement.


Desired Profile: -

  • Candidate should have excellent communication, facilitation and presentation skills
  • Candidates with exposure to collection processes will be preferred
  • Strong analytical skills Ability to successfully lead complex projects & initiatives
  • Should possess people and change management skills
  • Candidates with certifications like BB & TTT etc. will be preferred
  • Excellent knowledge of Training & Quality domain
  • Hands on experience MS-Office applications like Word, Excel, PPT etc.
  • Should be process and result oriented
  • Exceptional documentation skills on generating process and procedure docs



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