Role                 : Quality Lead

Reports to      : Program Manager

Job Location   : Bangalore

 

As a Quality Lead you will be handling language and intercultural learning for managers and individual contributors.   You will ensure program quality through monitoring and executing on program quality goals and their fulfillment, and recommend changes to further enhance quality. 

 

Core Role Requirements:

Required:

·         Strong performance track record and commitment to excellence.

·         High level of integrity and professionalism

·         Ability to work with minimal supervision and be a self-starter

·         Strong track record working with people in a team environment, with strong interpersonal awareness and effectiveness. 

·         Comfort with data and/or interest in developing familiarity with data analytics

·         Excellent verbal and written business communication in English

·         4+ years training or quality monitoring experience (or equivalent)

·         Familiarity with a global service delivery environment or ability to ramp quickly

·         Strong work ethic, commitment to results, and desire to excel in a corporate environment

·         Intercultural sensitivity and effectiveness in a multicultural work environment

·         Familiarity with MS Windows and MS Office, and comfort level with learning new software (training / support provided)

 

Desirable:

·         Project management and process design / execution experience

·         Data analytics experience

·         Familiarity with or certification in COPC, Six Sigma, or related qualifications

·         Familiarity with communication monitoring software for recording and evaluating communication interaction

 

Key Responsibilities:

·         Evaluate quality of L&D delivery from needs analysis and feedback to coaching delivery

·         Report on quality metrics and using centralized framework.  Create modifications and updates in line with program needs and India GTSC business support group.

·         Ensure alignment with quality requirements for L&D / coaching delivery

·         Observe training and coaching sessions, and track and report alignment with quality metrics and program guidelines.  Share feedback as needed with L&D specialists, leads and team members.

·         Ensure team compliance with all data-gathering processes and reporting

·         Anticipate emerging program quality needs for serving the business

·         Support effective implementation of impact metrics for language and intercultural learning and quality assurance and driving business value

·         Calibrate on quality of interaction with team standards for written and spoken communication

·         Give input to program manager and leads on developing quality monitoring plans for lines of business served in line with data on staff performance and consultation with managers

·         Evaluate team-members’ progress and complete all reporting requirements as needed, reporting out to program manager, operations manager and leads as needed.

·         Liaise with operations and solutions groups as required.  Keep accurate, up-to-date records.

·         Ensure personal and team alignment with team principles of engagement and team-work

·         Monitor and reduce, eliminate or work around any challenges in effectively serving the business and ensuring team effectiveness

·         Work a 5-day work week with somewhat variable day / night shifts based on business needs.

·         Willingness to consistently work night shifts.  Willingness to work occasional weekends if needed.

·         Other responsibilities / duties as assigned.