Tata Consultancy Services - Quality & Training Head (12-14 yrs)

Job Description:

Job Title: Quality and Training Head (Band 7) - Mumbai

Reporting To: Account Head

Job Description (Key Responsibilities)

- Manage and lead a team of Quality Analysts and Trainers

- Review and revise training material, Quality checks & Standards and implement changes wherever needed.

- Report on effectiveness of training and coaching interventions (pre & post)

- Ensure all training is followed by an assessment of understanding

- Responsible for review of all Qualitative Metrics (Quality Scores, Compliance scores & Repeat errors)

- Weekly/Monthly/Quarterly reviews with management, Call Auditing, Call monitoring, Call calibration

- Increase Employee Motivation & Job Satisfaction

- Keep up-to-date with developments in the Call Centre Industry so that the leading edge approach is maintained

- Comply with all Policies & Procedures to facilitate internal cooperation by Leading by Example

- Provide strategic direction to the team to provide assured and best in class delivery

- Develop & manage SOPs as per client requirements and internal operations.

- Managing Compliance/ISO/ISMS.

- Drive the off-shore solution with focus on including the right elements that will enable on-time and Quality delivery.

- Responsible to help identify/ recruit resources and resource utilization.

- Liaise with Business Users for Requirement for various project streams across different lines of business.

- Managing and driving the overall service of the Program

- Key contact for all levels of governance forums

- Responsible for complete adherence to Program Level SOW

Person Specification:

Knowledge/Experience:

- Should have experience in leading a team of QA's and Trainers in BPO & Contact Centre Industry.

- Should have worked in the capacity of a Delivery Head for minimum of two years preferably

- Total relevant work experience of 12 to 14 years

- Experience in driving, strategizing quality metrics that report the health of a project (commercial and

delivery) is a must.

- Sound exposure to Project Management Methodologies, Estimation, and Pre-sales support.

- Good understanding of business with P&L responsibility.

Competencies/Skills:

- Should have an executive presence

- Demonstrating thought leadership and lessons learnt from the other organizations as appropriate to ensure successful Delivery of contracted services levels.

- Strong Client Relationship management and stakeholder management skills.

- Effective Leader and excellent personal organization and planning skills.

- Should demonstrate the ability to solve problems creatively

- Should be able to create and manage change

- Leveraging Business acumen, management experience, change management skills and domain expertise skills to provide strategic and tactical support to service Delivery operations.

- Ability to work effectively in ambiguity, shifting priorities and multiple deadlines

- Should be open to working in night shifts and on weekends

Qualifications:

Essential: Degree from a recognized university.