Oversee and direct the activities of a number of campaigns along with all Team Leaders and ensure that the quality standards of the products / services as set by the client / management are being monitored and maintained across all the campaigns.
Ensure that every employee is fully trained and can do their job effectively, help employees learn new skills and / or develop existing ones.
Help employees create long-term career plans within an organization.
Plan total Training & Quality policies, programs, and initiatives in line with the OperationDepartments Objectives
Guide Training Supervisors, Quality Coach & QA’s in meeting of all team & individual goals
Oversee development of training modules / programs, new testing tools, methods and systems to ensure products and services meet quality standards.
preparing and completing action plans; implementing production,
productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
Work directly with the teams and communicate effectively with the Operations Director, Operations Manager and their US Counterparts
Support Management decisions and activities
Candidates must possess at least a Bachelor’s / College Degree, any field
Must have at least 5 year(s) of managerial and / or supervisory working experience in a call center
specializing in Training and Quality Control / Assurance
Excellent interpersonal and communication skills
Knowledgeable in Google and MS Office applications