C3i is hiring for Manager, Training and Quality Assurance.
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Job description for the position of 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:
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
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 C3is Learning Management System (Compliance Wire)
Work with Operations, Client teams to monitor and enforce training compliance in C3is 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
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.
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.
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.
Must be proficient in Microsoft Office products. Experience with CRM products is preferred.
Excellent oral and written communication skills in English
Understanding of Adult Learning Theory
Multitasking & leadership capabilities.
Instructional Design skills
Ability to work in teams
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
Salary:INR Best in the industry
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role:Quality Assurance/Quality Control Manager
manager QA manager quality assurance manager quality manager training manager Deputy manager lead Manager QA manager quality assurance manager quality manager qc
Desired Candidate Profile:
UG: Any Graduate – Any Specialization
PG:Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required
C3i Support Services Private Limited
C3i Healthcare Connections, a division of Telerx, is an industry-leading business process outsourcer specializing in the multi-channel engagement of patients, healthcare professionals and enterprise personnel via a network of global contact centers.
Our unique customer-centric approach has made us the partner of choice for some of the world’s most trusted brands. In this ever-changing healthcare climate, our integrated solutions give our clients a unique advantage.
We deliver the ultimate experience you, your partners and your consumers care about. Because we know the experience matters.
Recruiter Name:Deepa Lachoriya