A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website www.firstsource.com
Job location :Bangalore
Position : Service Quality Manager- Australian Process
Manager – Training & Quality is responsible for developing and implementation of new hire training, business skilling & quality framework & strategy for the external client that helps manage performance, reduce risk and increase value for the client and FSL.
5-6 years experience in Service Quality . 2-3 years Telecom experience .
Key Deliverables
Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
Proactively identifying trends, producing root cause analysis and providing solutions to ensure quality delivery of business goals
Develop & implement standard quality methodology to include guidelines, policies and procedures for the assigned client
Manage culture and process training to the new hires or training sessions and refresher trainings on the floor or Virtually (Teams application) or face to face in the training room.
Develop & implement standard training methodology to include guidelines, policies and procedures for the assigned client
Planning and organizing training needs for existing and new business
Timely review of Training curriculum through optimization and implementation of digital learning .
Work with the Operations lead and managers to identify gaps and implement plans to close and improve
Ensure that the QA & training framework is robust and helps in efficiently managing performance
Lead Service Quality team through FSL values and quality principles of Lean & Six Sigma.
Apply lean six sigma, business acumen, leadership, change management
Review and present regular management information on quality measures and improvements
Manage and oversee the development of the existing Quality teams
Meet KRA’s as agreed and any that may get added due to business needs
- Constructively challenge the organization to constantly improve operational capability and performance
Contact details
Rashmi Mall
Email- [email protected]