Training & Quality Head - Taguig - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services Taguig

    8 oras ang nakalipas

    Teknolohiya / Internet
    Paglalarawan

    Job Description (Key Responsibilities)

    Training

    • Ensure that training is delivered to all new employees as per the training calendar.
    • Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.
    • Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.
    • Ensure a smooth and clear transition of new processes from the training team.
    • Take full responsibility for the knowledge and content management of documented processes.
    • Constantly drive the quality and methodology of training, workshops, etc.
    • Execute training tasks and assignments on short notice.
    • Work closely with various teams to plug areas of opportunity into the training area.
    • Drive online learning through our Internal TCS LMS tool / DigiT platform.
    • Perform constant benchmarking of the process across the industry to enhance the internal system, processes, etc

    Quality

    • Constantly improve quality audits across various teams.
    • Ensure improvement and sustainability of processes based on quality audits.
    • Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.
    • Identify and explore quantitative and qualitative data to develop and enhance employee skills.
    • Tackle problems in creative and logical ways and brainstorm solutions.
    • Conduct customer feedback audits and derive insights to optimize the user experience.
    • Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.
    • Formulate compliance and non-compliance processes as per policies and requirements.

    Skills Required

    • Total 10-12 years' experience, with 3-4 years' experience managing a Quality and Training team
    • Experience in both voice and non-voice processes.
    • Strong analytical and problem-solving skills. Must enjoy digging into data and deriving insights because we are a data-driven company obsessed with numbers.
    • A quick learner who can understand the process and provide valuable feedback.
    • Excellent interpersonal skills and ability to work with and influence different stakeholders across teams.
    • Should have the ability to work under pressure and in an unstructured environment.
    • Must be meticulous and possess an eye for detail
    • COPC or Six Sigma (green belt) certified, or the experience of implementing Training and Quality-related processes from scratch will be an advantage
    • Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organization

    Qualifications:

    Essential:

    • Degree from a recognized university
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