Assistant Manager (Quality & Training)
We are looking for exceptional candidates with passion for Quality & training to join our team.
To be successful, you should communicate with appropriate business leaders, Quality Analyst & trainers, stakeholders and management. The ideal candidate will be a confident speaker and a devoted educator who is up-to-date on the latest product knowledge and resources needed to impart and evaluate employee training and performance.
Responsibilities:
We are looking for exceptional candidates with passion for Quality & training to join our team.
To be successful, you should communicate with appropriate business leaders, Quality Analyst & trainers, stakeholders and management. The ideal candidate will be a confident speaker and a devoted educator who is up-to-date on the latest product knowledge and resources needed to impart and evaluate employee training and performance.
Responsibilities:
- Manage Transaction Quality to meet Merchant Experience
- Conduct regular Audits check on the team and daily governance which includes Audit the Auditor
- Manage Team and allocate responsibilities
- Responsible to manage RCA/Escalation
- Design Calendar for Calibration/Tape Review Must have done analysis on quality parameters.
- Grooming of QA & Trainers (team members)
- Preparing Team Scorecard, data for MBR, QBR, quality reviews etc
- Client management. keen understanding of Process Improvement Six Sigma Green Belt Preferred.
- Must have run improvement projects and understands the continuous improvement model
- Manage the training programs to cater to the business need of the hour.
- Create Quality & training strategies, initiatives, materials and Maintain a database of all the records.
- Perform other duties as assigned.
Requirements:
- Excellent verbal and written communication, interpersonal skills and confident public speaking skills.
- Outstanding merchant service skills and dedication to providing exceptional merchant care.
- Understands Stakeholder Management and should be a Team Player
- Knowledge and understanding of NPS, Csat, fatal, variance etc
- Must be self-motivator and Exceptional listening and analytical skills.
- Able to multitask, prioritize, and manage time efficiently.
- Must be able to effectively deal with stakeholders at all levels.
- Must adapt well to change and successfully set and adjust priorities as needed.
- Must demonstrate the ability to work independently & drive multiple objectives in a rapidly changing environment.
- Flexibility to work in 24*7 environment.
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