Salary300,000 - 600,000 INR (PA)
Job TypeFull Time
Job Location Delhi,India • Pune,Maharashtra,India


Call Center Domestic BPO Instructing Learning Mentoring HR Feedback Staff Development Training Needs Quality Monitoring
0 to 14 Years
NGO / Social Service / Politics
Functional Area
Mktg / Advtg / MR / Media Planning / PR / Corp. Comm.
      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


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


       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


       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.

Disha Career Services
Disha Career Services
Sector-63, Noida
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