Assistant Manager - Quality & Training - NGO

Minimum of 0 years working experience preferably in a similar role with an overall 4-14 years- experience in the quality/training/business excellence function of any domestic BPO in India

Implement an umbrella

management

 function that brands, centralizes, and standardizes training, job support, and quality

management

 across all Call Centers and Outsourced Agencies; provide the direction needed for long-term scalability and consistency.

- Play a hands-on and visible role in each of the Acquisition and Retention departments related to training and quality; collaborate with the

management

 team of each Call Center to assure standardization, communication, calibration, and consistency.

- Lead the administration and enhancement of the Quality Monitoring Program to meet the needs our Donors, and employees.

- Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process.

- Lead the development of a Quality Monitoring Definitions document

- Assure regular and consistent calibrations across locations.

- Spearhead analysis, design, and development initiatives related to the new-hire, refresher, and staff development training needs of call centre; recommend appropriate learning and job support solutions.

- Collaborate with, manager, support, and mentor trainers across locations.

- Assign resources; set timelines and deadlines; track projects and schedules

- Set and maintain standards

- Manage the creation and maintenance of all training templates

- Assure communication among all parties

- Set forth a document review cycle and methodology

- Approve learning and support materials as appropriate

- Work with others to schedule/coordinate training classes

- Provide expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies.

- Lead the development of supervisors as quality coaches and act as their mentor in dealing with the challenges of developing front line staff.

- Act as process analyst by identifying efficiency gains driven by training and quality initiatives

- Collaborate with Call Center Managers, Human Resources, Operations, and Marketing to provide for a continuous feedback loop related to desired competencies, entry requisites, work processes, etc.