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VP - Training & Quality - Telecom Domain

12 - 16 yrs
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25,00,000 - 35,00,000 P.A. Openings: 1 Posted 30+ days ago Job Applicants: 13 Job Views: 99

Job Description

 
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    Lead the Training & Quality function for a large Telecom client with end to end accountability
    Devise the account training strategy, oversee its implementation and assess its outcomes
    Identify training and developmental needs and drive suitable training initiatives that build loyalty to the account and organization
    To maintain the Performance Efficiency Indicator metrics
    Smooth and timely roll out and implementation of all quality processes and guidelines
    Ensure satisfactory results in internal, external and client audits and timely closure of all observations with concrete corrective action plans
    To initiate process improvement ideas and mentor projects, generating revenue and impacting various financial levers of the business
    Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
    Work in alignment with operations maintaining the Separation of Duty
    Actively align and be part of the some of the key organizational projects


    Client Management
    Active engagement in all governance and leadership calls
    All client deliverables to be completed timely and to provide recommendations and process improvement ideas
    Process Mapping, Dashboards and Presentations


    Quality Certifications
    Six Sigma BB
    Lean Trained (Preferable)
    COPC (Any Training)
    ISO Lead Auditor (Preferable)
    Trained - Six Sigma GB


    Deliverables
    Projects on CSAT, Repeat, Sales, AHT, Cross Sell, FCR, etc
    Project Re-Engineering:
    At least 3-4 cases
    Training - Video based Training Modules, Adult Learning Methods, Kirk Patrick's Levels of Assessment

    Desired Candidate Profile
    Excellent interpersonal, communication and organizational skills with proven abilities in team management and client relationship management
    Experience
    Managed Quality Function for min 10 yrs
    Overall Exp - Min 12 Years
    Managed Ops - At Least for 4 Years
    Managed Training for Min 2-3 Years
    SPAN min 1,000-2,000 agents
    AVP/ Equivalent Role - Min for 2 Years
    Tools Knowledge -
    Minitab or other statistical Tool
    Articulate or Captivate

Salary: INR 25,00,000 - 35,00,000 P.A.

Industry: BPO, Call Centre, ITeS

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Senior Management

Role:Head/VP/GM-Training & Development

Employment Type: Permanent Job, Full Time

Keyskills

Desired Candidate Profile

    Excellent interpersonal, communication and organizational skills with proven abilities in team management and client relationship management
    Experience
    Managed Quality Function for min 10 yrs
    Overall Exp - Min 16 Years
    Managed Ops - At Least for 4 Years
    Managed Training for Min 2-3 Years
    SPAN min 1,000-2,000 agents
    AVP/ Equivalent Role - Min for 2 Years
    Tools Knowledge -
    Minitab or other statistical Tool
    Articulate or Captivate

Education-

UG: Any Graduate - Any Specialization

PG:Any Postgraduate - Any Specialization

Company Profile:

Aegis Customer Support Services Private Limited.

We are a leading global business services provider of customer experience management. We offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. For 30 years, we have been the go-to experience creators for global giants across outsourcing and technology. Present in 44 locations across 9 countries and with over 40,000 employees, we manage almost half a billion customer interactions every year for over 150 clients across diverse sectors. We believe that makes us your ideal transformation partner. The core of everything we do stems from our mantra - Experience. We make it easy.Our Vision: Continuous innovation with expertise to deliver superior execution for our clients while creating wealth for all stakeholdersIt's a vision further articulated through VIEW - our trademark thought, plan and action guide from the get go. It forms the foundation for our success in efficiency and customer focus.
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