Position Title – Manager Training & Quality Assurance.

Experience – Minimum 8 – 10 years of relevant experience.

Pay Package – max limit 800000/- Per annum plus variables and transport provided.

Shifts – looking for candidates flexible with shifts.

Please find the Job description Manager, Training and Quality Assurance.

Job Title:             Manager, Training and Quality Assurance

Business Unit:   Healthcare

Summary: Manage, plan, organize and implement training and development and ongoing execution to ensure that Quintiles QCC goals and SLAs are met and operational excellence is achieved.  Serve as a strategic partner to leaders and team members within the organization in support of training and quality development solutions that meet organizational goals and objectives. Also responsible for overseeing a team of Quality Assurance Analysts and Trainers and their training curriculum development, training collateral upkeep, training communications and delivery, quality assurance processes including targeting and analysis and ensure closed loop communication between Quality and Training teams.

Essential Duties and Responsibilities

Quality

• Work with Operations and Client teams to ensure high level of quality is maintained through training and root cause analysis
• Lead and participate in Global QA calibration sessions to ensure corporate standards are met, corporate processes are followed and best practices are shared amongst the global teams
• Lead and participate in continual development of QA guidelines, to establish and implement quality assurance standards and procedures aligned with client requirement and corporate standards
• Lead and participate in Global QA target changes with Client and Operational teams to meet business requirement
• Monitor development of monthly QA targets as per client or management input.
• Ensure analysis of negative surveys is tracked each month with details of follow ups made with customers on out-of-scope cases. Ensure confirmation proofs for surveys “submitted in error” by customers are tracked and saved on portal (call confirmation) as well.
• Review monthly QA and CSAT data for trends and analysis

• Liaise with subject matter experts, leadership and client as the centralized point of training development and deployment.

• Responsible for ensuring QA personnel comply with processes including meeting targets and providing QA reports and analysis to management teams

Training

• Manage all phases of global training projects, including new implementations, training plan creation, training development or redesign, train the trainer development, assessments, training tracking and post training initiatives
• Work with Operations team and QA/Trainers in maintaining and updating roadmaps, training collateral associated with client specific training, and training records in accordance with standard procedures

• Utilize internal organizational knowledge base and internal resources to create and/or oversee the creation of internal training, education and development alternatives.

• Consult with company and client leadership to assess training/development needs and the design/delivery of applicable learning and organizational development solutions.

• Build and Maintain advisory/consultative relationships with people in subject-matter expert areas/centers of excellence that provide input to or deliver training and development within the organization.

• Determine the best methods for training delivery, with emphasis on a blended model between ILT and self-paced
• Work with the training department to ensure proper use and cataloging of training in Learning Management System (Compliance Wire)
• Work with Operations, Client teams to monitor and enforce training compliance in C3i’s Learning Management System  (Compliance Wire) and  Quintiles Learning system (Self-reported trackers)
• Review all aspects of Process Effectiveness: QA scores, Training scores, CSAT, etc. and coordinate corrective actions (additional training, targeted QA, etc.) with Operations teams

• Coach Supervisors and Training/QA resources in training development and delivery, and feedback skills

Reporting

• Ensure QA, Customer Satisfaction and Calibration reports are developed and delivered to Operations and Client teams on monthly basis
• Ensure development and delivery of quality evaluation reports on a monthly basis.  Reports include but are not limited to help desk technician performance reports as well as recommendations for remediation.

Supervisory Responsibilities

This role is responsible to manage/lead Program Trainers and Quality Assurance Analysts.  In conjunction, carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Job Specifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:   Manager, Training and Quality Assurance Quintiles:  Bachelor Degree and 8+ years of industry experience with greater than 3 years managing a QA and Training function.    Multi-learning solutions delivery experience (E-learning, Web-based, Computer-based Training) a plus. Strong presentation skills with the ability to facilitate successful learning for individuals or groups. Contact Center, as well as, project management, or organizational effectiveness experience a plus.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations.

Computer/Technical Skills

Must be proficient in Microsoft Office products.  Experience with CRM products is preferred.

Certificates, Licenses, Registrations

None

Skills:

• Excellent oral and written communication skills in English
• Understanding of Adult Learning Theory
• Multitasking & leadership capabilities.
• Instructional Design skills
• Ability to work in teams
• Self-motivated
• Ability to coach and develop team members
• Excellent classroom delivery presentation skills
• Understanding of training project management methodologies
• Core project management, prioritization and customer service skills
• Advanced knowledge of Microsoft Suite, CRM and standard Internet applications
• Advanced quantitative and qualitative analysis skills

Feel free to contact us.

Contact Person: Vasanth

Contact Number: 040-66182082 / 7893147474

Email: vasanth@ericsservices.com
Address: ERIC SERVICES

31/6/2RT, 1st Floor, Gurditta Building,

Prakash Nagar, Begumpet, Hyderabad – 500016

Land Mark: Lane beside Prakash Nagar Bus Stop; OPP  Begumpet Old Airport

Kindly help your friends to get a right opportunity …..

Position – Team Lead (International Voice BPO)

Qualification – Any Graduate

Experience – Min 1 year as Team Lead, preferably from ISP, Technical support or acting Team lead (SME)

Package – Max 5.5 lacs

Job Location – Hitech City, Hyderabad

Feel free to contact us.

Contact Person: Vasanth

Contact Number: 040-66182082 / 7893147474

Email: vasanth@ericsservices.com
Address: ERIC SERVICES

31/6/2RT, 1st Floor, Gurditta Building,

Prakash Nagar, Begumpet, Hyderabad – 500016

Land Mark: Lane beside Prakash Nagar Bus Stop; OPP  Begumpet Old Airport 

Kindly help your friends to get a right opportunity …..

Feel free to contact us.

Contact Person: Vasanth

Contact Number: 040-66182082 / 7893147474 

Email: vasanth@ericsservices.com
Address: ERIC SERVICES

31/6/2RT, 1st Floor, Gurditta Building,

Prakash Nagar, Begumpet, Hyderabad – 500016

Land Mark: Lane beside Prakash Nagar Bus Stop; OPP  Begumpet Old Airport

Kindly help your friends to get a right opportunity

ERICS HIRING CONTRACT EMPLOYEES FOR 1 MONTH (NON – VOICE PROCESS)

SPOT OFFERS From 21ST OCTOBER, 2015 – 30th November, 2015. (11am – 2pm)

WALK-IN with a copy of a resume and ID Proof.

JOB SPECIFICATION:                                       

Designation: Customer Service Representative

Work Location: Hyderabad

Salary: RS.16339 (CTC) – 14511(Fixed Take Home)

Qualifications: Should be preferably a Graduate or Under-Graduate.

Experience: 0-6 months experience in Email/Chat process or Fresher’s with excellent communication skills.

Attributes:

• Ability to work under pressure
• Clear & Logical thinker

Aptitude: Customer Service, Process orientation, Systems savvy.

Key Competencies:

• Computer Skills – Knowledge of Microsoft Windows, Awareness of MS Office tools.
• Excellent Customer Service skills
• Excellent Written Communication skills – Grammar, Spelling, Vocabulary and appropriate usage of Cohesive Linkers.
• Good Documentation Skills and Good Typing Skills – minimum 30 words per minute.
• Quick learning ability and Logical thinking ability.

Mandatory Requirements:

• Candidate needs to have a Passport/Driving License and PAN Card for Background Check/Verification and as Address Proof.
• Candidate should be flexible and willing to work in rotational shifts and night shifts (24×7).
• Ready to work 6 days a week
• 9 hours Shifts (Rotational Shift)
• Transport (only DROP)

Rounds of Interview:

• Introduction
• Aptitude and Typing Test
• Written Skills Assessment
• HR Round
• Operations Round

Feel free to contact us.

Contact Person: Siva

Contact Number: 040-66182082 / 8885405446

Email: siva@ericsservices.com
Address: ERIC SERVICES

31/6/2RT, 1st Floor, Gurditta Building,

Prakash Nagar, Begumpet, Hyderabad – 500016

Land Mark: Lane beside Prakash Nagar Bus Stop; OPP  Begumpet Old Airport

Kindly help your friends to get a right opportunity …..