EOS is looking out For VP – Training & Quality

10 - 17 Years
Mumbai, Mumbai Suburbs, Navi Mumbai

Job Description

  1. Responsible for creating an effective training strategy for Training and Transactional Quality and providing performance support for multiple & diverse products to enhance business revenue and customer experience. 
  2. Resources planning to meet the functional requirements for Training & Quality
  3. Working with different stakeholders like talent acquisition team, third party vendors, delivery partners to ensure the training and transactional quality standards and requirements are fulfilled duly on time
  4. Spearheading and executing learning need analysis as well as content creation and upgradation for customized programs for different products.
  5. Responsible for Training transition to vendors, Knowledge transfers to internal teams and stakeholders .
  6. To execute and communicate the product recall as applicable.
  7. Effective implementation of the need based training programs at site, its evaluation and maintenance of the associate records so as to ensure development of associate personnel.
  8. Develops and manages a strong training team (i.e. hires, trains, appraises, rewards, motivates, disciplines, etc.) onsite and offsite while ensuring that appropriate subject knowledge and skills are developed within each individual and team.
  9. Responsible for delivering continual improvements in Learning Effectiveness including Gaps & Need Analysis, structuring content & delivery methods & strategies.
  10. Improve automation of learning content and evaluation across all service offerings
  11. Design and conceptualize curriculum for all products and associated processes including trainer guides, Training video or audio, participant materials and evaluation systems.
  12. Develop and implement an assessment and measurement framework for reviewing,monitoring and evaluation of training program
  13. Running Value add projects to enhance productivity and profitability
  14. Benchmarking quality standards for sales and service offerings for all products , reducing efficiency defects, augmenting customer experience at all stages of customer engagement and driving improvement projects basis efficiency, utilization and other relevant metrics
  15. Undertaking responsibilities of removing unnecessary procedures in processes, ensuring uniformity in the process, and monitoring end results
  16. Strengthening quality management processes / framework to enhance quality delivery.
  17. Initiate/ lead/perform the fatal defects/defectives as applicable, support the investigation /RCA on all customer transactions, including call quality, records and other interactions

Perks and Benefits 

negotiable for the right candidate

Salary: INR 18,00,000 - 25,00,000 PA.

Industry:BPO / Call Centre / ITES

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

Role Category:Senior Management

Role:Head/VP/GM-Quality Assurance & Quality Control

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Eureka Outsourcing Solutions Pvt Ltd.

Eureka Outsourcing Solutions Pvt Ltd.
View Contact Details+

Recruiter Name:Ms. Khushboo

Contact Company:Eureka Outsourcing Solutions Pvt Ltd.

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