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Training and Quality Manager

Location: Gurgaon (Work from Office)

Job Overview

As a Training and Quality Manager, role will be to work closely with internal Operations teams/QA Team, Training team as well as external stakeholders IQI Managers, client RSMs and CX Managers to provide on-boarding, coaching, remediation, training and development for QAs and agents. The TNQ manager is the custodian in ensuring the QA framework is closely aligned between client, IQI and Wipro. The role requires leading implementation of initiatives and projects that will counteract any possible trends, drive business KPIs by aggregating audit findings and analyzing gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency.

Minimum Qualifications : Bachelor’s degree in any related field, Six Sigma BB Certification preferred

Minimum Experience : 10+ Years of Experience in a role at the contact center and experience in audit and/or quality management

Communication Skills :

• Strong verbal and written communication skills with C1 proficiency score

• Job Duties and Responsibilities
• This person will work closely with internal Quality and training team in ensurin