Assistant Manager Training & Quality

JOB INFORMATION

The ideal candidate is a strategic thinker with strong leadership skills, supporting the overall success of the business by managing teams, optimizing processes, and maintaining strong client relationships.

Commitment to our people is our real strength and the key to success.

Job title: Assistant Manager T&Q (English/ Hindi / Bengali Speaking)

Working Location: Kolkata

Job Description:

Our International company is seeking 1 Assistant Manager Training & Quality in India. Ideal candidates can adapt and are well-known for fast-moving and last-moment change.

Main Responsibilities:

• Provide coaching and feedback to new and existing staff, utilizing proven improvement methodologies.
• Maintain a comprehensive understanding of the program and compliance requirements for all assigned programs.
• Conducted end-to-end governance and reported findings on the client-specific QA Scorecard, clearly explaining conclusions.
• Generate weekly and monthly summary reports detailing monitoring activity for each program and communicate these to Client Services.
• Ensure each agent per program is monitored at least once monthly, following quality assurance personnel checklists.
• Participate in weekly calibration calls for each assigned program.
• Deliver Quality Assurance reviews and feedback to team members, facilitating their professional growth and development.
• Collaborate effectively with peers and other personnel to positively impact joint activities, projects, or events.
• Act as a site-level leader as needed, liaising with client training organizations and providing onsite presence when necessary.
• Work collaboratively with other support teams within the client and Gear Inc. to ensure strong product knowledge among the project.
• Demonstrate a commitment to attentiveness, persistence, and flexibility while safeguarding the integrity and purpose of our organization.
• Manage multiple processes and ensure timely delivery, demonstrating an understanding of staffing, process efficiencies, and goal achievement in the contact center environment.
• Maintain robust risk and compliance practices to ensure adherence to regulatory requirements.

Job Requirement:

• Proven experience in BPO domains.
• Strong coaching and feedback skills, with a track record of implementing improvement methodologies.
• Excellent communication and interpersonal skills, with the ability to interact effectively with team members and stakeholders.
• Ability to adapt to changing company and client requirements, demonstrating flexibility and resilience.
• Demonstrate leadership capabilities, with experience managing multiple processes and ensuring timely delivery.
• Sound understanding of staffing, process efficiencies, and goal achievement in a contact center environment.
• Strong commitment to risk and compliance practices, ensuring adherence to regulatory requirements.

Interested candidates should submit their resume and a cover letter outlining their relevant experience and interest in the Assistant Manager T&Q role. Qualified candidates will be contacted for an interview.