Quality and Training Manager
1 week ago
Manage the Quality and Training practice for the entire center
Supervise a team of up to 4 assistant manager with an entire function size of 40 members
Manage day to day quality operations and ensure quality targets are met across all lines of business
Ensure quality framework is in place and coordinated across all stakeholders both internal and external and ensure process standardization.
Assess quality issues within operations, conduct RCA, develop insights, and recommend action plans to improve quality performance
Design quality strategies manage scalable processes and implement TnQ end-to-end initiatives with clear goals and timelines.
Work with internal and external stakeholders on quality strategy and process improvements process, champion change management and recommend tools, procedures, and workflow enhancements
Establish quality governance process and ensure efficient and effective communications and organization
Ensure all training programs and content meet business and operations standards.
Develop and coach the quality and training team members, Identify and analyze knowledge skill gaps and performance improvement opportunities and provide relevant training needs
Drive consistency and best practice sharing of standard practices within the organization
Recruit, lead and develop direct reports. Ensure adequate support function staffing of highly experienced and well-trained personnel across all LOB’s
Create an inspiring team environment with an open communication culture
Bachelor’s degree in related field from a four-year college or university
Excellent communications skills, speaking, reading and writing in English and Bahasa. verbally articulate and a confident orator
At least 10 years work experience with 5 years of leadership experience supervising functional leads in a BPO, contact center, support services or any similar industry
At least 3 years’ experience managing training and quality as a manager
Provided functional support to an operations or program with a minimum headcount of 800 FTE’s
Highly proficient in Quality, Training, and process improvement methodologies
Experience in managing external clients,
Lean six sigma trained and certified preferred.
Good Organizational and time-management skills and good work ethic
Good problem-solving, critical thinking, creative thinking, and analytical skills
Able to encourage and lead others to achieve relevant results
Able and willing to work in shifting schedules including night shifts, public holidays, and overtime.
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