AVP- Training and Quality

About Our Client

One of the leading brands in the general insurance space.

Job Description

• Lead a team of training managers and trainers who will be focused on developing employee skills at our sites spearhead the Process Training function involving analyzing, planning, designing, scheduling and facilitating
• Provide direction for training teams, responsible for process and pre-process training
• Develop the Operating model and infrastructure for all training and development programs by establishing standardized methods for delivery, evaluation, measurement, performance and reporting Leverage technology, seeking out innovative learning and communication practices
• Build and maintain stakeholder relationships that align training delivery with operational success
• Utilize multiple channels and tools to support a broad array of learners and learning objectives, such as digital learning (videos, e-Learning, online tools), virtual instructor-led training, instructor-led training, job aids, gamification, simulations, assessments, coaching and mentoring
• Assess and track training effectiveness through the use of metrics, linking decisions to business results
• Knowledge of training practices around functional and communication training and the basics of knowledge management
• Senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial element
• Lead a team of Quality Manager along with Quality Associates who will be focused on developing sales skills in employees
• Maintain the quality standards for all transactions
• Maintain quality management standards and improve quality framework Set up and update processes to meet process expectation
• Driving continuous improvement projects across the process Up to date with latest developments in process improvement and manage quality team
• Ensuring adherence of Product Knowledge Test and Call Calibrations
• Strong stakeholder management problem solving and multi-tasking skills
• Managing Customer Escalations Team who will be providing a thorough RCA of Vertical error if any

The Successful Applicant

• Experience with BPO / KPO for 10-12 years with a team handling experience
• Call Centre experience is a must
• Someone who has proven track record in process improvement and driving productivity
• Will manage fresh business through E-Channel
• Insurance experience is not a mandate