Job Description

Job Title: Associate Director, Training & Quality Position: Associate Director, Training and Quality
Location Bangalore, India
Reporting to: Director, T&Q
The Role:
We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence. The incumbent will bring extraordinary focus and expertise in and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well-being and operational rigor.
We are looking for a seasoned professional who would oversee training and transactional quality as a function for multiple international & domestic accounts in Gurgaon location. The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training & quality, which help meet our overall business objectives Key Responsibilities

• Lead TQ support for a new strategic offering, training as a Service for our clients
• Drive continuous improvement program across processes
• Analysis of utilization, efficiency and available data for the process
• Undertake detailed process improvement studies and up skills the team members
• Mentor Green Belt/Yellow Belt projects
• Drive culture of continuous improvement
• Provide Training and quality support, development of metrics and dashboards in line with customer requirements
• Ability to lead a team, coordinate with other locations and drive standardized practices
• Should meet and exceed client metrics: External & internal quality metric should be consistently green
• Strengthen quality management processes/framework to improve quality delivery
• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
• Ability to get out of the box ideas and Process Improvement Initiatives in the process
• Should drive Process Control & Compliance in addition to managing Audit requirements
• Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.
• Should have persuasive, collaborative and influencing skills
• Strong interpersonal skills to manage client expectations/engagements effectively
• Excellent Transactional Quality Domain Knowledge
• Sig Sigma Black Belt certification is preferred knowing the Global scale and impact of the role
• Strong Process Knowledge and Compliance to Multiple Audit Postures
• Design overall framework of learning development for associates across Global locations
• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
• Define a framework for measurement and analysis of learning impact on change in associate behavior and performance
• Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs
• Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications
• Adoption of Global processes and practices , to standardization
• Innovate new ways of learning and help drive adoption of Tech infused learning solutions
• Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.
• Work with Global teams to integrate Enterprise learning resources
• Lead Governance & performance reviews for areas driven by T&Q team

STRATEGIC INPUTS / SKILLS REQUIRED

• 15+ years of industry experience in Quality & Training domains
• Excellent command on Powerpoint presentation & excel
• Demonstrated success in Transactional Quality & Training
• Exposure to different improvement frameworks like six sigma, lean
• Thorough knowledge of MS office tools like Power point & excel are critical for the job
• Exposure to evolving Technologies, automation
• Strong communication & facilitation skills
• Strong analytical skill- ability to work with huge volume of data using statistical tools
• Flexible approach to tackling projects
• Good team player
• Good Presentation skills

Location: IND Bangalore - Manyata Blk D1, Grd, 1st & 2nd Flr Language Requirements: Time Type: Full time