Associate Director, Training & Quality

Location

Pune | India

Job description

The Role:

We are looking for a leader to oversee training and transactional quality as a function for leading travel client in Kolkata / Pune location . The identified resource is expected to lead standardization, adoption of best practices from the industry and implement the new concepts of training & quality assurance, which help meet our overall business objectives.

Key Responsibilities

• Lead transactional quality support for a new strategic offering, training for our client.
• Drive continuous improvement program across processes.
• Undertake detailed process improvement studies and up skills the team members.
• Mentor Green Belt/Yellow Belt projects
• 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.
• Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs.
• Innovate new ways of training and help drive adoption of Tech infused learning solutions.
• Lead Governance & performance reviews for areas driven by T&Q team.

STRATEGIC INPUTS / SKILLS REQUIRED

• 14+ years of industry experience in Quality & Training domains
• Flexible to work 5-Days and in Evening shifts
• Must have experience in Travel / Airlines / OTA industry
• Exposure to different improvement frameworks like six sigma, lean.
• Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop team members
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.

Job tags

Salary